Southwest airlines consolidating reservation centers
United’s was called Apollo; Continental’s was Shares.
John Buckholz, a planning manager in Ogdensburg, N.
“For the first three weeks, I would be up until midnight every day and start again at 5 a.m., answering customers.” It could have been much worse.
Hand says that United began developing the customer service strategy for the cutover before the airlines merged.
Y., spent more than three hours on the phone trying to cash in a gift certificate, which involves more steps and usually takes longer on Shares than it did on Apollo.
“There was no way to talk to someone who had any power to do anything,” Buckholz complained.
One of the critical choke points proved to be the airport agents, whose systems essentially had been downgraded from a point-and-click interface to one that accepted only text-based line commands.