![]() ![]() This time I believe that the agent was finally discussing my request with a supervisor who actually had the competence to complete the task. So I provided the reservation number and requested that he convert an old travel certificate and attach it to my existing reservation.īy this stage I’d been 30 minutes on the phone, and was placed on hold again. But I rather needed to sort it out right away, since I actually had an existing reservation (using Points Advance) at a hotel that will be jumping to Category 5 in early March. Again I knew that was incorrect advice and again I knew I should HUACA. I was placed back on hold for a few more minutes, only to be told “we can’t simply convert certificates without attaching them to a reservation”. I was placed on hold and after a few minutes I was told “just book using points, then we’ll automatically replace your points with a travel certificate.” I knew that answer was completely wrong so I replied that I didn’t have enough points available which was why I needed the travel certificate. But alas I decided to persist, rather than return to the phone queue, and with each successive incorrect answer I further regretted my investment in teaching this agent how to do his job.Īfter the agent “found” my travel certificates, I asked to convert one – the one due to expire soonest – to the new award category system. Right away instinct told me that I should HUACA when the agent said “I can’t find any unused travel certificates in your account”. I recently called Marriott to convert an “old” seven-night Travel Package certificate into a “new” one. I recently had two phone interactions, one of which I didn’t HUACA (and regretted it) and one where I did. But, luckily, call centre agents aren’t your only source of information – InsideFlyer UK for example often tells you what should be achievable – and so when you think something should be possible, you best bet might actually be to Hang Up And Call Again, or HUACA for short… It’s not really their fault – working in a call centre isn’t a particularly well-paid or fulfilling profession – and management often fails to invest in appropriate levels of training. It is truly a sad state of affairs when one cannot rely on the information provided by customer service agents. ![]() Some links to products and partners on this website will earn an affiliate commission. ![]()
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