Goes to the saying, don't fix what aint broke...
Until covid, it was just hold music until a rep came & often no wait time at all. Then, as wait times steadily got longer, you could leave your number and they'd call you back. Annoying they didn't prioritize their top customers more...but at least you didn't have to wait 10+ minutes on the line listening to awful hold music.
Now, you call in, have to get through a voice prompt "why are you calling? You can say things like 'change my reservation" first
The system then gives you an estimated hold time (today's call was estimated as 7 minutes)
After about 3 minutes on hold, the automated system asks if you'd like to chat, instead for "faster service"
After declining that offer, I was then advised "a $25 service fee per person will apply to any changes made via phone reps" then, a few seconds later, it says "the service fee is waived for Mosaic members" (then why include it on the Mosaic line?)
Finally, about 7 minutes into my hold I'm asked "would you rather have Jetblue call you back when it's your turn? You won't lose your place in line (I decline, as I notice a rep should be picking up any minute...)
Instead, it ultimately took 28 minutes--TWENTY MINUTES LONGER than the estimate I was given when I called in--before a rep answered.
Does no one from Jetblue care how awful this new phone system is for your best customers? You're literally driving away your most loyal customers at the time your financials imply you need us the most!
Change the Mosaic line back to only giving the estimated wait and immediately ask if we'd prefer to be called back (whenever the wait is more than 3 minutes). This isn't rocket science! :mad:
Until covid, it was just hold music until a rep came & often no wait time at all. Then, as wait times steadily got longer, you could leave your number and they'd call you back. Annoying they didn't prioritize their top customers more...but at least you didn't have to wait 10+ minutes on the line listening to awful hold music.
Now, you call in, have to get through a voice prompt "why are you calling? You can say things like 'change my reservation" first
The system then gives you an estimated hold time (today's call was estimated as 7 minutes)
After about 3 minutes on hold, the automated system asks if you'd like to chat, instead for "faster service"
After declining that offer, I was then advised "a $25 service fee per person will apply to any changes made via phone reps" then, a few seconds later, it says "the service fee is waived for Mosaic members" (then why include it on the Mosaic line?)
Finally, about 7 minutes into my hold I'm asked "would you rather have Jetblue call you back when it's your turn? You won't lose your place in line (I decline, as I notice a rep should be picking up any minute...)
Instead, it ultimately took 28 minutes--TWENTY MINUTES LONGER than the estimate I was given when I called in--before a rep answered.
Does no one from Jetblue care how awful this new phone system is for your best customers? You're literally driving away your most loyal customers at the time your financials imply you need us the most!
Change the Mosaic line back to only giving the estimated wait and immediately ask if we'd prefer to be called back (whenever the wait is more than 3 minutes). This isn't rocket science! :mad:
