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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.

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Southwest Airlines Announces Reservations Consolidation Into New Atlanta Call Center 
07-Jan-2019 13:01
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Southwest Airlines Announces Reservations Consolidation Into New Atlanta Call Center AirTran Call Centers in Savannah and Carrollton, GA to Close in 
07-Jan-2019 13:04
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Southwest Airlines announced Tuesday that the company is closing three reservations centers, consolidating the number of reservations centers it operates from nine into six. 
07-Jan-2019 13:08
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Southwest Airlines is closing AirTran Airways’ reservations centers in Carrollton and Savannah but keeping a call center in Atlanta, the airline announced Wednesday. 
07-Jan-2019 13:11
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Official Southwest Airlines website. please contact our Customer Care Center at. reservations from the palm of your hand 
07-Jan-2019 13:16
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Southwest Airlines will consolidate three AirTran reservations call centers and combine the jobs into a single Atlanta, Ga.-based center. 
07-Jan-2019 13:21
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Southwest Airlines said Tuesday it was consolidating its nine reservation centers into six -- including a Houston center -- following a decline in call volume in recent years as customers increasingly book travel online. 
07-Jan-2019 13:24
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Southwest airlines consolidating reservation centers introduction

Southwest airlines consolidating reservation centers

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