Travel Bank and Gift Vouchers together as payment. Painful call centre experience

[mella2007]

So according to the call centre rep today, whom I spent a delightful 90 MINS on the phone with, I am the first customer to try and book using both the new Travel Bank system and a gift voucher at the same time.
She couldn't have been nicer, however the booking still isn't complete, as the system is just way out of control. She was frustrated, I was frustrated, her supervisor was frustrated.
All it was, was a simple Mel to Syd return flight. I had quite a 3 old credit shells which had to be merged first into the new travel bank which took 1/2 hour, and since hanging up the reservation still isn't complete, as her supervisor has to process the 2 x $100 gift vouchers separately (only one gift voucher at a time can be used per person per booking or the system won't allow it)

She is sending an email and calling her supervisors, as she was embarrassed by the lack of service the system can handle.

It was possibly the most annoying and drawn out experience I have ever had from a call centre ever.

VA get your act together. Yes I know there are always flaws when changing systems over, however
a) the first 3 reps I spoke to had no idea whatsoever what travel bank was (then I asked to be put through to Brisbane call centre). Train them BEFORE you start implementing new terms, procedures and changes.
b) why can't the system accept 2 gift vouchers?
c) 90 mins and the booking still isn't completed.

 

[bigbadbyrnes]

Re: Travel Bank and Gift Vouchers together as payment. Painful call centre experienc

Last Wendesday night, at the payment screen of a booking BNE-LAX, the booking hung - error message says 'please call'.

Here we go.

1hr 48mins later, I have successfully booked, a return long haul ticket.

Both tickets charged to the amex.

Any advances on 1hr 48m for a stupidly simple task?