Want a great example of the broken state of airline customer service in this country? Try a four-way

Want a great example of the broken state of airline customer service in this country? Try a four-way conference sterling hotel dallas call between yourself, Amex Travel, US Airways, and Delta . You ll see firsthand how CSRs from the two airlines can play the it s not our responsibility so well that even a devoted Amex Travel rep can t get them to solve your problem.
Michael s story is long and complicated, but only because that s how all airline reservation stories in the United States are these days. You can read the blow-by-blow tale on his own site, but here s a condensed version:
The return flight is canceled, and Michael is rebooked sterling hotel dallas on a flight that s no longer a direct shot to NYC now it includes a 4 hour layover in Phoenix, and arrives almost 5 hours later than he d originally booked, on the morning when he has to go back to work.
Rena says she can t, because the flight was a Code Share PNR through Delta. For the purposes of this story, the point is she says Delta has to make the change, because they re actually selling the seats on the flight.
Katherine says she can t make any changes sterling hotel dallas to the flight, because US Airways has to. Rena says she can t make any changes to the flight, because Delta has to. Katherine says she has other callers waiting and has to go. (This is our favorite part of the story that Katherine refuses to help a customer because she has to go help customers .)
Moses eventually manages to find Michael a new return flight that leaves Vegas earlier cutting Michael s final vacation day short and flies into far-off Newark sterling hotel dallas instead of JFK or La Guardia, and still has a layover in Phoenix. But at least it doesn t arrive at 5am in the morning on the day he has to return to work.
Michael says he s going to call back again and continue to fight for a better return flight. He also points out that as a small business owner, he d never be able to stay in business if he treated his customers so badly.
Katherine and Rena know how the customer service game is played, not just in the airline industry, but all over corporate America. If there s a tough problem, sterling hotel dallas it s best to pass the buck onto another party as soon as you see an opening and move on to the next call. Customer support is a liability- sterling hotel dallas the cheaper, the better. I was really having a tough time fighting through sterling hotel dallas this system- I haven t talked much about my contribution to this lengthy conversation, but it suffices to say that I was incredulous, and often asked these various representatives what they would do if they were in my shoes. They had no answer.