Conventional wisdom for just about everything related to booking travel is to hang up and call again if you don’t get the answer you want (assuming your requests are somewhat reasonable). So as I sit here right now playing agent roulette (in this case with US Airways), I figured I’d compile a few tips:
- Take down the agents’ names. I’ve called US Airways five times so far this evening and twice got connected to the same person. It helps to know whether you’ve spoken to someone just recently, since it can be pretty embarrassing to make the same request again.
- Don’t argue with the agent if you don’t get the answer you want. Even if you’re asking for something perfectly legitimate, if you don’t get the answer you want, don’t argue. This is especially true if you’re working with an existing itinerary, since agents can note your record negatively. If you just ask a question and don’t argue, they most likely won’t note your record. If you ask for a supervisor or argue with them, there’s a good chance they’ll note your record, which is not a good thing.
- Spread out your calls a bit. Okay, this is only if you’re very persistent. I’ve been in the situation before where I’m talking to an agent after having called a few times before, and the agent sitting next to them picks up on the fact that I had called earlier. This is especially true late at night when there aren’t all that many agents working, and even more true if you need to speak to a supervisor or service director, as there are even fewer of those on duty.
- Try not to listen to the hold advertisements/music. You’ll go crazy. Just trust me on this one.