Barb

Last night I scored some good FF flights with Delta/NW. I waited the suggested 331 days out and called -- with a little trepidation as this was the first time I have done this and because of the horror stories I've been reading about how difficult it is to redeem airmiles.

The first woman I talked to spoke very fast and with an accent, and I could barely understand her. I kept having to ask her to repeat what she said and I could sense an unwillingness on her part to really help me. Every option I mentioned to her was met with a "that is not possible, not available" whatever. So, remembering what I"ve read here, I decided to just give up and try again. So, I told her I would have to get back to her and hung up.

I immediately called again and got another woman. She was wonderful! I told her that I really appreciated how hard it must be to do her job. I also told her that this was a special trip -- taking my little granddaughter on her first big trip and that she had never been out of the country and was so excited. I told her that when my GD was 4 yrs. old, I told her that I would take her to Paris when she turned 18, if she did not smoke, did not drink, got good grades, and was a good girl. And she did not disappoint me.

Then... we started looking at options. Well, she not only got me good flights, but she did it with lots of well taken suggestions, and a genuine interest in what I wanted to do.
I am flying SEA-AMS-CDG on the first leg, which the first woman said was impossible! and second leg, AMS-Minneapolis-SEA. A bit of a tight connection between AMS-CDG 1 hr. 45m, but because we will be checked through and Schipol is so easy, I am not too concerned. Would I have liked to fly direct AMS-SEA comng home, -YES, but it just could not be done, so I am ok with this.

So the bottom line, I don't know if my attitude helped, of if was my granddaughter who helped, but perhaps it really pays to be pleasant, patient and if at first you don't succeed, -- try try again.

Fodorite018

Barb--That is great news! I agree, being nice does help. But I can imagine how frustrating that first phone call was. Enjoy the trip!!!

Jeff_Costa_Rica

I'm happy to hear you got the flights you needed, Barb.

As someone who has worked in a customer service position, I can tell you that a customer's pleasant attitude would always go a long way in getting me to go the extra mile to help them. I think that's something that people don't get. I'm sure you weren't rude to the first phone rep you dealt with. Not saying that at all. It sounds like she and that line of work might not be a good fit. I think you going the extra mile with the second rep made her more willing to go the extra mile for you. It worked.

WillTravel

For the most part, I've been very happy with any airline agents I've dealt with by phone. Congratulations on getting your tickets.

dutyfree

It also might have been the difference between a Northwest agent and a Delta agent-their reservations systems are merged but the customer service is different.

WillTravel

Dutyfree, which type of agent would you want to get?

Echnaton

>>>A bit of a tight connection between AMS-CDG 1 hr. 45m<<'t <

Don't worry. If your incoming plane is punctual, you have plenty of time for your connection. And if it is very late, they will book you on the next available flight to CDG - there are many each day.

dutyfree

Delta because I have never had a good experience with Northwest agents.

Barb

I think they must have both been Delta agents as that was the number I called.

Echnaton, thanks, that makes me feel better.

I think most of the time, what comes around, goes around.

LoveItaly

Interesting, dutyfree, as I have always had wonderful service from Northwest agents. But it is good to hear that Delta agents give good service since that is the airline my FF miles are now with of course. But having said that I learned when I worked with MaBell for a short time that smiling when talking sure makes for your speach and personality sound pleasant and it is true that you can "catch more flies with honey than with vinegar". I have always followed that MaBell instruction and usually have very little problems when talking to service reps, well once I finally get through to them that is.

Skiergirl

The same thing just happened with me when booking JFK-SYD. The first woman barely spoke English so I called back and got the greatest guy EVER. My cell phone conked out while he was checking flights (lost connection) and he called me back! I was so grateful I almost cried. Anyway, he was able to get me the flights I wanted, was so nice, and I just couldn't stop thanking him. It does go a long way to be nice and thankful.

TC

This has been my travel mantra for a lifetime....if you don't like the answer the first time, hang up and call again. People are people...they have good days and bad days, some have more skills or experience than others, some are more willing to go the extra mile to find something. Its just human nature. Congrats to you and your granddaughter. Have a wonderful trip and do some shopping in the Minneapolis airport during your connection. Its wonderful here.

Barb

TC - that's good to know - we have 2 hrs. Is this going to be enough time, going through customs, etc. Will I have enough time to shop!!

Now I have to find a flight from Paris to Dubrovnik and from Dubrovnik to Amsterdam. We will be on a budget, so that will be a consideration. I am pretty sure I can fly Easy Jet from Orly to DBV and the cost will be good. There is a direct flight from DBV to AMS with Croatia Air, but it's not cheap. It might be worth it though, as other flghts connect through Zagreb and leave DBV at an ungodly early hour. Our plan is to spend 5-6 days in Paris, 5 days in DBV and then 2 days in AMS.

TC

Two hours is plenty for our airport. Even clearing customs should be no problem. Envious of your trip to Paris and Amsterdam. Two of my favorite cities. Although you didn't ask, I would highly recommend staying at Canal House in AMS if you can get rooms. It is such a beautiful old home, warm and welcoming and in a great location -- just a block or so from the Ann Frank house, right on a beautiful canal. Breakfast each morning in a room that overlooks the garden. My favorite room is the one at the top, that overlooks the canal. Can't recall the name, but its the one with the big pully wheel on the ceiling. They will know what you mean if you ask. It is closed for renovation right now, reopening 11/09, so should be in great shape by the time you would arrive.
http://www.canalhouse.nl/

Barb

Well I'm glad to hear that is one less thing I will have to worry about TC. I have not been to Amsterdam before, other than sitting at the airport, so I am really looking forward to it. My granddaughter is excited to go there as well.

Thanks for the recommendation. The web site seems to be under renovation as well. Do you remember what the rates were? I have been looking at Hotel Brouwer http://www.hotelbrouwer.nl/index.html It is a little bit of a splurge for the double room with canal view, but for just two nights, I think we can swing it.

TC

I don't remember the rates. The rooms are all a bit different and so the rates are different depending on which room. Its been a few years since I was there last. It wasn't "over the moon" expensive. I'm sure it was under 200 Euros for the biggest room. Now that they are renovating, I don't know if the prices will be effected. Maybe someone else has been more recently. Try posting on the Europe forum.

holland_ahoy

That is exactly what I do as well. There are so many rude people out there. Mostly I think they are having a bad day, so I just call back. Usually you get a nice person and they give you great information and help you out a lot.

Barb

Maybe those rude, or unhelpful people are just not used to dealing with people who are polite and friendly.