Since I’m a C-19 sicko and they really don’t want me on their planes, I started what I thought was the cancellation process on their website Wednesday. I even uploaded a PDF of my diagnosis paper per the website request to consider refunds. But as of this morning, the trip is still showing in My Trips and I got notified it was time to check in.
I’ve gone at them two ways this morning. First, I’ve been on hold with the Skymiles member service line for 1 hr 55 minutes and counting. Second, I’ve been had an open chat box with an “agent,” which is obviously really a computer program, for 1 hr 40 minutes and counting. That at least asked me if I still needed help about 10 minutes ago. Kind of a dumb question since they’ve never provided any response.
When we were in Europe in July we tried to ask a simple question about bag check-in and it took 14 hours to get the answer. When we finally were able to communicate with a human, it was dealt with in 2 minutes. I don’t blame the front liners there, but I do blame the upper management. They got a boatload of PPP money. It would be interesting to see where it went. There was also a mass email last week crowing about their intent to hire 1300 more customer service agents. I’ll bet that’s a challenge. Who would want a job where you’ve got fed up customers to talk to eight hours a day? (For the record, I’m always nice to those front liners; it’s not their fault and they’re doing the best they can.)
So add cranky to the list of C-19 symptoms.