tag:blog.jackvinson.com,2007://1/tag:blog.jackvinson.com,2005://1.7415- 2007-12-03T11:56:06Z Jack Vinson writes about knowledge management, personal effectiveness, theory of constraints and more. As of December 2007 Jack will likely start writing about product management too. Movable Type 4.01 tag:blog.jackvinson.com,2005://1.7415.1170 Jay Hodge HAD a good reservations system is the case now. US Airways fired many loyal agents so if you have to call the 800 number it will answer somewhere in the Phillipines or Mexico. I tried to book a Charlotte-Hamburg fligt last week and was told by two of these new agents, after having to repeat my request several times, that US Airways does not fly to Hamburg. Of course they do, via Frankfurt. I booked, while on hold for a second time, with Lufthansa. Incidentally, their 800 number is answered by American agents. US Airways no longer deserves any loyalty.

]]> 2005-08-08T04:10:11Z 2005-08-08T04:10:11Z tag:blog.jackvinson.com,2005://1.7415.1171 jackvinson http://blog.jackvinson.com Many big companies are doing the offshore phone center thing, and these are the kinds of complaints that have brought some of them back. I was focused on their on-line reservations, since I hardly ever speak to call center representatives unless I absolutely must.

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