Re: Telephone bookings

["Anamul" <Mul@bigpond.com>]

On 29-Dec-1999, "Exnarc" <gwrly@netspace.net.au> wrote:

> My old gripe "SERCO". (Supposably short for "SERVICE COMPANY"
>
> I rang GSR the other day to book a trip for my son on the Ghan from
> Melbourne.
>
> Like every business these days I was put on hold to wait for an operator to
> take my booking.
>
> I waited and waited and waited and waited.
>
> Finally after 12 minutes of repeated messages of how good the refurbished
> Overland was and how much they appreciated my custom, I finally got onto a
> very polite lady who took my booking, she was excellent, however the wait
> was not.
>
> If SERCO are going to make a go of GSR why don't they provide more people to
> take bookings? I know that its the holiday season and bookings are heavy,
> but I think most people would hang up before they got an answer if they had
> to wait over 10 minutes for service. We railfans are more tolerant I guess?
>
> Has anyone had simular experiences with V/Line or Country Link, or the
> airlines, where they have had to wait over 10 minutes?
>
> I'm curious if this is just GSR or are the others as bad?
>
> Bob.

I used to work for VLP and spent a few years in their Reservations area. During busy (read school
holidays) times, some people would have to wait upto an hour to get throughm, depending on the time
of day they rang.. Stations and Travel Agents had different numbers to ring to get through.

-- 
Anamul
Bloody Proud 1/15 owner of "The Great One"
Go GONZO - 2000 Topgun Champ :)
E-Mail Mul@bigpond.com
ICQ 17225861