I’ve redeemed somewhere around 100,000,000 miles (mostly for my clients), and I can truly say that no two bookings are the same, especially when dealing with US Airways and Delta. The incompetence of their agents used to drive me nuts, but now I kind of look forward to dealing with their call centers, because they usually provide me with my daily laugh.
I’ve had two great interactions with US Airways’ finest call center agents over the past few days, and I just have to share them.
In Friday I put a ticket on hold with US Airways for a client to fly from New York to Dubai via Zurich. Let me map that out for you guys using Great Circle Mapper:
I don’t think routings get more direct than that. Heck, if I flew the nonstop from New York to Dubai I’m fairly certain I could wave to my relatives in Zurich and they’d see me. But the US Airways agent that was placing this itinerary on hold for me was convinced that the routing was backtracking. When I asked her why, she informed me that my geography must be off, because Zurich is completely out of the way. Rather than argue I let her go talk to her “support desk” for 20 minutes (I suspect 8th grade geography students are manning the desk), at which point she says the routing is fine and that she was in fact “confused about where Zurich is.” I lost sleep that night trying to figure out what region she could possibly think Zurich was in.
Which brings me to today’s agent. I called back regarding the same ticket, and the agent starts reading the itinerary to me: “I have you traveling from Dubai, Saudi Arabia to Zurich, Germany, on…”
Though easily my favorite part of calling US Airways is their hold music. While other airlines advertise their credit cards or car rental partners, US Airways advertises 1-800-PetMeds. Those call center agents need to lay off the Kibbles ‘n Bits…