Thread: A reminder when calling res...

Have they figured out a way to give chocolate over the phone?

Yeah - it's a five on the survey!

Great reminder to all of us to keep our pass riders in check to be courteous and patient AT ALL TIMES when nonreving as GUESTS!!

A very good point indeed, and reminds me of a story from the other day.

At CX we all get a rebated cargo voucher each year, offering us 100kg of online destination sublo cargo at ID90 rates - usually still cheaper than sea freight, but not always. Anyways we are meant to be provided with shipper & consignee details, a packing list, and the rebated voucher. The other day we get a box - no idea what it was - with a rebated voucher stuck to it and a phone number.

I call the number and get a SO's father-in-law who assumes somehow I can find his son-in-laws address in some system because we work at the same company (!). Privacy Act aside, I finally get the address and packing list out of him, and then he requests that it gets sent that night and even stickered the box to say this!

I wasn't in the greatest mood so I emailed the SO himself and told him it is sublo cargo and you can't pick flights, I need more info next time etc. His response was email of the week - "I am so sorry about that. My father in law is so annoying and is going senile. Just one of the many reasons he is not on my staff travel list!"

So yes it pays to be careful of who is doing your dealings with your passes or any form of concession

That being said, I have got my fair share of oddities when I have called other airline res centers.

I am always nice, never complain, and always introduce myself with my name, which airline I work for and ask how your day is going (the latter is an Australian thing, every phone conversation begins with each person asking how the other person is, even if you talked 5mins ago). So I do this with AA once, and the response from the guy was "Flight number?" - OK so i guess no time for the niceties in that call center. The next was SWA... I called to make a nonrev listing and she pretty much accused me of stealing a buddy pass. I called and said hey I have a purple pass can I please make a listing SFODAL, and she's all like "who gave it to you? where did you get it?." My response was "Ummmm my friend did, and I used to work there... why do you ask?" The tone in my voice was of clear shock as that was the first rude person at SWA I had ever encountered. Regardless the mood didn't lighten and she replied with "nevermind" and proceeded to spell my name completely wrong even though she read it back correctly.

Such is life

Yesterday, at our Team meeting we heard about a guy who got a three day flight ban for trying to punch the gate agent!!!

ONLY THREE DAYS!!! (It was all in the PNR - and my foolish freind forgot the cardinal rule of "OMG PNR's" - you ALWAYS write it down so we can all see it!! )

My team leader (who is one of those managers who REALLY honestly rock - I'd go to the wall for him ANY day) said that anytime we get a "Non-Rev behaving badly" to let him know and he WILL send it up to the Pass B.... Bur... Be.. DEPARTMENT.


I RARELY if ever give out my passes - only had one travel buddy in the last two years who's made one trip with me, and the other solo.

I guess it has something to do with being in the industry for so long but I always ask if they have time to help me - even if I have called a special nonrev number! I don't even know if the people hired in the last few years were told to ask.

I have to admit that I have even had guest pass calls escalate to a me as a lead when they are not getting the answer they want from the agent. It always amazes me that they are willing to put the employee's benefits in jeopardy that way and I admit that I actually emailed one of the employees to advise of the tone of the phone call. I figured he/she would want to know the situation so they don't give that person a guest pass again. I have never contacted employee travel as that would really be a last resort, imho.

That particular the passenger was not only a problem with the rez agents (multiple agents) but was quite abusive to the airport agents as well. I actually called the airport to advise them what the person had said she was going to do if she was not boarded so they had a heads up on a potential problem - and they recognized her name before I got any further.

Me, I am very careful about who I give my passes to and I explain, in great detail, the rules of conduct. They are instructed to call me directly if they have any issues and not to hassle the boarding agent for anything.

<div class='quotetop'>QUOTE (MRSDS1DONNA @ Sep 17 2009, 02:16 AM) <{POST_SNAPBACK}></div>

I guess it has something to do with being in the industry for so long but I always ask if they have time to help me - even if I have called a special nonrev number! I don&#39;t even know if the people hired in the last few years were told to ask.

I have to admit that I have even had guest pass calls escalate to a me as a lead when they are not getting the answer they want from the agent. It always amazes me that they are willing to put the employee&#39;s benefits in jeopardy that way and I admit that I actually emailed one of the employees to advise of the tone of the phone call. I figured he/she would want to know the situation so they don&#39;t give that person a guest pass again. I have never contacted employee travel as that would really be a last resort, imho.

That particular the passenger was not only a problem with the rez agents (multiple agents) but was quite abusive to the airport agents as well. I actually called the airport to advise them what the person had said she was going to do if she was not boarded so they had a heads up on a potential problem - and they recognized her name before I got any further.

Me, I am very careful about who I give my passes to and I explain, in great detail, the rules of conduct. They are instructed to call me directly if they have any issues and not to hassle the boarding agent for anything.[/b]

I was hired the summer before last, and I saw something somewhere, but can&#39;t remember where. Probably buried in the fine print somewhere, definitely not very well emphasized. Part of the issue is that I had to be there for 6 months for ZEDs or the NW/DL Fly Together program, and I was just fine using RADAR, so I didn&#39;t really need to call much. The only call I made was to DL before I realized I needed 6 months to fly them, and I wanted to know how SLC-HNL or ATL-HNL looked.

I&#39;ll admit that I didn&#39;t ask if they had time, but it was a slow time I&#39;m pretty sure (late at night, though I don&#39;t remember the day of the week) and I know I was polite (I almost always am on the phone with others, having worked at tech support before and knowing that&#39;s the way to get what you need)

Haha isn&#39;t BA all online listing now? I found the system quite easy to use and T5 a breeze.

Unless of course by home carrier you meant AZ, and in that case I understand