marco90821 said:
Are you people ever happy? There is positive news for a channel of distribution and all that you can do is be negative. The company should have expelled workers like you years ago...that is one reason this company is shot.
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Well from my personal perspective I think that some of the changes are good. I dont have a problem with the automation, etc, its the lack of support thats the problem. They keep cutting people because of automation, yet the automation they give us in some instances is more labor intensive than just letting us do it the old way so now with less people we are having to do more to correct the problem of having the automation thats going to make things easier in the first place. Understand?
Fewer agents because of kiosks, yet everyone this week who was rerouted due to the hurricane couldnt use the kiosk because the tickets had to be reissued or were reissued. Kiosk doesnt understand that and checkin fails meaning- see an agent. Well we have all these kiosks just sitting there now not checking people in while 2 of us are working the entire line of reroutes. If the kiosk actually worked the reroutes then I wouldnt have a problem with it, but to put the kiosks in to make things easier and then cut people only to have to do double the work because the kiosks dont work is where I have a problem with the automation.
*I do admit not having to use a credit card on them HAS improved the checkin failure rate though so THAT was a good thing.
Same thing goes with the new gate readers. I dont know why they went with this system ($cheap would be my guess), but its sorely lacking. They are giving us something to make our jobs "easier" with only 1 agent working a flight, yet the system sucks. The beep is the same whether it took the info or not so you basically have to double check everything anyway. Many of the tickets we did the other day beeped, but the count was off so we ended up doing it all again by hand. Also there is a lag time between scanning and the computer accepting so it actually slows the boarding down (at least when I've tried it). Also several of the kiosks and printers bar codes werent lined up properly which means the system cant read them. We have to do them by hand anyway. I just dont see the value in the system we bought if there are so many failure possibilites. Just do it this way and shut up seems to be the mantra around here. If the da*n thing worked, I wouldnt have a problem using it. Its the fact that someone thinks its fantastic and the solution to all of our problems while making my job HARDER than it is now is where I have the problem.
I'm sure this is the sentiment of most of the rez agents who have to clean up the mess from .com. It isnt the fact that many of their fellow agents have been laid off, its the fact that not only have more people been laid off, but the "replacements, .com" is more problems than the old way. If .com (and its support staff) were working, most of the agents wouldnt even know .com was there and they could deal with the people who actually needed to speak to an agent for their problems. Its the fact that they are being required to deal with people they HAVE to deal with IN ADDITION to the .com screwups thats the problem.
(Kind of like training your replacement before the boss fires you!
)
Just MOPO
