Thread: Vent and opinions please?

DNA I have been by-passed or put on the airport standby list incorrectly once or twice. When it happens I don't get angry I treat it as a training issue. The last time it happened in one of our hubs I made a beeline to the Manager on Duty to explain that I was not complaining, but the Agent at gate so and so needed additional training. He had just left a group of senior employees sitting at the gate while boarding Companions and new hires. I even took the time to look up the computer courses that addressed the Standby list.

Though it was not right what happened at the gate I was sure that same Agent would not make the mistake of letting it happen again.

Coyne's comments about non-rev standby policy leads me to ask a question about non-rev calls to reservations.
Are there guidelines for handling non-rev calls?? I'm assuming the policy would be airline specific, so I'd appreciate answers from everybody that knows anything about this.
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Are there restrictions on the type/amount of info you can give and is the caller's airline/alliance a factor?

Can you answer general questions like, "What is the best flight from X to X on Oct 1, or must all questions be flight specific?

Are there better times to call, or is it really a matter of luck and the call center?

Are non-rev calls limited to a few minutes only...on and off?

What if I get one of those voice recognition systems, do I trust it, even if I 'change plans...change plans...change plans?'

and finally, and I realllllly have to ask, are they really recording my call for training purposes? [/list]
Thanks

Keep'em flying

To answer Mig's question, here's what's suppose to happen when calling a SWA Reservation Sales Agent (RSA). Just remember that the unfortunate reality of the human condition is that some people will be more helpful than others. If you get a crab, just hang up and call back! I have!

The only thing not suppose to be released is the 'authorized to' number. You can be told how many seats are left to sell and whether or not the flight is oversold.

Your questions can be as general or specific as you'd like. In theory an RSA should help you locate an acceptable day(s) to travel and which flight(s) look better than others. Even if that means sorting thru unscheduled routings or odd point-to-points. It's always helpful if the caller has visited our website and has at least a general idea of what flights are to be checked.

When to call? Honestly it's a matter of luck. We're told early in the morning or late in the evening is usually best. But even then it's still a craps shoot. For SWA, at least, you can call any time of the day or night, you're not restricted to certain hours. RSA's have been instructed to take each call as they come - regardless of type or length.

And yes! Select calls are recorded!