Quote: (04-11-2017 10:02 AM)Fisto Wrote:
These airlines so not give a shit about you. I now have executive platinum with American and I often feel I'm nothing more than a nuisances to them when I call the dedicated line (both times I called to book a reservation they quoted me prices that were wildly different than the price on American's website)
I won't be pursuing status with them again and will probably match with another carrier like Alaska or Delta or both if possible.
A couple years ago, United left me on hold for five hours.
I mean it. I called for instructions after a cancellation and had to leave the speakerphone on for five hours while I showered, made breakfast, put in a half day at work. I still remember the horrible hold muzak.
Afterwards, I emailed several upper level executives and just said, very cordially, the delay on the flight isn't your fault but the lack of communication and delay getting support was, and I wish you would have some overflow capacity when you know your website is down and there are a ton of customers who need assistance.
They gave me $200 in vouchers, which I wasn't expecting and I thought that was cool.
A year later, I realize they're about to expire, so I decide to use them to go to Vegas. This page was apparently carefully designed to prevent you from doing this: if you hit 'enter' on any part of the form instead of clicking, it sends you back to the home page and dumps your session so you lose the flight you chose. It also wouldn't let you correct and re-submit if the form failed to validate the first time you clicked 'submit'. It just froze the fields. A cynic would conclude that they intentionally told a web developer to "make it impossible to redeem vouchers, but make it look like an accident".
There's a field called 'Authorizing Employee' or something, which apparently wanted a last name, so I entered the name of the customer service rep I emailed, of the executive who emailed me about the vouchers, every name I could find on any of my correspondence.
Finally, I was enraged enough to call a phone number I found hidden in the fine print and get some guy who sounds like he's eating entire sleeves of Oreos in a janitor's closet. I explain what's going on. He looks up the vouchers and says "it's YOUR last name, you have to enter YOUR OWN last name".
Alright, so I do that, and it works. "Wow, I wouldn't have guessed that when it asks for an employee's name, it wants my name. Thanks."
The guy just goes "HAHAHAHAH" and hangs up.
The level of service at the majors is really great.