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June 26, 2006
It Never Used to be this Hard to Talk to Someone
America West was never a great airline.
At times, its customer service department seemed like it was managed by descendents of the Mad Hatter. Its on-time performance always seemed about as steady as Muhammad Ali carrying a tray of water glasses. And unlike Continental (at least, the flights I’ve been on), the America West flight attendants never made you want to run to the bathroom to play with your special friend. (This, of course, was the airline’s biggest flaw in my opinion.) Yet, through all its faults, America West was always better than U.S. Airways.
Now the two airlines are one, and although I'm excited about the new routes, I worry that the plague of putridness that infected every aspect of U.S. Airways will destroy all of America West’s good parts.
Exhibit One: Since the merger, it’s been incredibly difficult to get a live employee on the phone. And when you do reach someone, half the time that person has no idea how to help you.
During his recent D.C. visit, Papa Fool was lounging on my couch watching a baseball game while I attempted to use frequent flyer miles to upgrade to first class on an upcoming journey to the West Coast.
Papa Fool: Did she put you on hold again?
Thinking Fool: Well, actually, she not only put me on hold again, this time she also transferred me to another person.
Papa Fool: Why?
Thinking Fool: I’m not positive about this, but when you asked me earlier why she put me on hold, I think she heard me tell you, “Hell if I know, but I wouldn’t be surprised if her coworker is fingering her right now.”
Two observations. First, perhaps I should invest in a phone that has a “mute” function. Second, if she did hear me (and I don’t think she did – the hold music was playing (can they hear you when the hold music is playing?)), I wonder if she felt embarrassed by her coworker’s actions. I know I would.
Comments
No, they can't hear you when the hold music is playing.
Unless, perhaps, you're on hold with Langley, VA.
Posted by: Dan at June 26, 2006 02:55 AM
Well, that's certainly good to know. I still think she should be embarrassed, but maybe that's just me.
Posted by: Fool at June 26, 2006 07:15 PM
Well, hell, the world would be a better place if we all had co-workers like hers.
Posted by: CM at June 29, 2006 02:28 PM
