It’s all about the customer service

Got good customer service?  Think again.  Some of the most troublesome conversations that I have had as a traveler have been with American Airline’s Executive Platinum line and AVIS First customer service.  These are the ELITE levels of these two companies, and it seems, some of the most incompetent people work there.  Want a real world example?  I just called AVIS First customer service a bit ago, and this was my conversation:

Me: Hi there. I’m coming in on AA 5044 and we’re delayed 4 hours. We won’t be in until at least midnight. I want to make sure you’re going hold the center open.
AVIS: Well sir the center closes at midnight.
Me: I know, but my flight information is on my reservation. Don’t they have to stay open if flights are delayed?
AVIS: If you want us to stay open after closing time, you must alert us 3 days in advance.
Me: 3 days in advance? So I have to know 3 days in advance if my flight is going to be delayed?
AVIS: Yes sir.

This is complete nonsense, but it is exactly what this person was trained to say!  The more and more I work online, the less I expect out of companies.

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