Automated voice systems and tempers on the rise

[question everything]

Automated voice systems and tempers on the rise

Keith L. Alexander
Washington Post
Published April 10, 2005

The Delta Air Lines automated voice asks me if I want to check arrivals or departures, make a reservation or manage my frequent flier account.

"Reservations," I say.

I think you said you wanted reservations? Is that right?

"Yes."

(snip)

And you'd like to travel from which city?

"Baltimore," I say.

OK, now tell me the name of your arrival city.

"Los Angeles."

OK. Jakarta, Indonesia. There are three airports serving Jakarta. Which airport do you want to fly into? Sukarno-Hatta, Halim Perdanakusuma or Kemayoran?

"No! Los Angeles!" I yell.

I didn't understand your request. Which airport in Jakarta do you want?

"Los An-ge-les!"

I'm sorry, I still didn't understand. Which airport in Jakarta do you want to fly into?

"Los Angeles," I yell again.

Frustrated, I hit the zero key hoping to be transferred to a reservation agent. Nothing.

I'm sorry, I still didn't understand. Which airport in Jakarta do you want to fly into?

(snip)

Paul Rosenthal of Arlington, Va., said he called US Airways' international reservations desk last week to check on his upcoming South America fight. The recording said an agent would not be available for 63 minutes.

"Like I'm going to put a phone to my head for sixty-three minutes," Rosenthal said. "They've now cut their agents to the point where this bankrupt airline can't even accept calls from people who want to give them money."


More..
http://www.startribune.com/stories/1513/5336037.html

(did not find it on the WP website; this is the strib URL)

[DrDebug]

1. For Los An-gel-es say Hal-im Per-da-na-ku-su-ma

Work with the system. Don't fight it :hide:

[Spinzonner]

2. You just need to be a little flexible

what's so bad about routing your Baltimore to Los Angeles trip through a connection in Jakarta ?

[geomon666]

3. Think of the Frequent Flyer Miles that will accumulate. nt.

[BlackVelvetElvis]

4. They don't get it, do they?

My sister has 30 years invested in USAirways (when it was Piedmont and one of the best small airlines in the country). After 30 years, she has no retirement and few benefits. They've slowly destroyed what personal security she has had.
She complains and I tell her it's because she votes republican.