Belle has been with Southwest in Houston for 19 years and has the seniority to typically avoid mandatory overtime. government’s response to Covid - and now to monkeypox. A Blunted Response : Major data gaps, the result of decades of underinvestment in public health, have undercut the U.S.Since then it has displayed a remarkable capacity to evolve new tricks. A Persistent Variant: Ten months have passed since Omicron’s debut.adults had heard little or nothing about it by mid- to late September, according to a new report. New Boosters: The updated shots were authorized at the end of August, but nearly half of U.S.Now, the pandemic has made them unwelcome, as Covid vaccine rates soar there. An ‘Anti-Vax’ Capital No More: Vaccine skeptics once found a home in Marin County Calif.But in talking to friends and looking to social media, he has yet to find an airline without similar issues. Martinez spent 275 minutes on a call for a matter that a gate agent told him could only be resolved over the phone. “Oh sure, it’s been taken care of it’s under control,” said Omar Martinez, a longtime JetBlue loyalist, who was feeling tempted to give up on the airline. Robin Hayes, the chief executive of JetBlue, similarly stated, “I’m pleased with the progress we’ve made since the summer,” at a conference last month, citing the hiring of hundreds of new agents for bringing down wait times. “Average wait times have been reduced since June and continue to shorten every week,” said Ed Bastian, Delta’s chief executive, in an email to customers in September, which credited recent hiring for fixing the problem. But other airlines have suggested the exorbitant wait times of early summer are ancient history, something that does not seem to be reflected by customers’ stories. Some airlines, including Southwest, have acknowledged that they’ve recently let customers down and need to hire more agents. The issues have to do with staffing, according to many airlines, reservation agents and industry analysts, but exactly who or what is to blame depends on whom you ask. “It’s a joke all over,” said Gilles Alexandre Bussutil, a consultant who specializes in helping airlines improve customer experience. Virtually every airline’s social media account is overflowing with stories of hourslong waits to speak to someone - even on relatively normal days. Over the past few months, customers around the world have been lamenting call wait times and, more broadly, the process of rebooking canceled flights. “I’ve never had to be on hold that long for any customer service in my life,” she said. 1, was less annoyed about the cancellation than about the length of time she spent on the phone trying to rebook a flight from Chihuahua, Mexico, to the Los Angeles area: 4 hours and 54 minutes. Similarly, Paulina Morales, whose flight was among the more than 2,000 flights that American Airlines canceled between Oct. “They should have more customer service representatives on standby to handle the influx of calls,” she said. Indeed, Southwest reported a $446 million profit in the third quarter, thanks in part to $763 million in government support. “A massive airline like Southwest is making money hand over fist,” said Ms. (Both calls were dropped.) His wife, Carissa, said she was also infuriated by losing hours trying to reach someone on the phone to explain why, a month later, they have yet to get their $1,600 refund. It was that he only learned about it from another passenger after an agent checked their bags, and that his wife had wasted a total of 90 minutes on two calls trying to rebook their flights. What made him angry, he said, was not the cancellation per se. Maness’s flight was one of around 2,000 the airline canceled that weekend. That’s the only way his 7-year-old daughter would make it to Boo Bash, Disney World’s $159-a-person Halloween event, the following night. 9, Tyler Reece Maness realized that his best option was to drive 18 hours from Oklahoma City to Orlando, Fla. After Southwest Airlines canceled his family’s flight on Oct.
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