Pros
*I would say the travel benefits, but the chances of you actually getting on a plane for free are about 10%, even if you plan and book your ticket based on seats available. Not really a perk if you can't fly.
Cons
Where to start---- * When interviewed for this position I was told that US Airways and after they merge are focused on customer service and agents will not have to worry about call times. That's the only reason I wanted this job and decided to go back to a call center. That was all complete crap. * Before you start you have to memorize 150+ airport codes, on day 2/3 if you don't make a 90 on the test you'll be let go right that second. You also will have 3 assessments throughout the first 4 weeks of training which you have to make a 85 or higher to keep your job. The on-the-job training for 4 weeks which you have to do great or your fired... then another few weeks of class, which has an assessment and if you fail your fired. I understand companies need some tests to make sure they have a good staff, but threatening firing every 2 seconds isn't a good way to communicate quality to your staff. * During training class our instructors (who have both been with US Airways for 30+ years) talked every other word about call-time! call-time! call-time! Which was told to me and others that didn't matter. The instructors told us even them being there that long they can still get in trouble for bad call-times... even if your doing a reservation for a first time flyer internationally that had a ton of questions. * I decided after about 2 weeks of class to quit. I made 100's on all my tests, but realized that this company is shady and just like any call center. A quote from our trainers was "We don't care about what the customer wants or needs, we just need to get them off the phone for our call-times"... I think if someone is paying crazy prices for plane tickets, bags, taxes, etc they deserve no pressure, no time limit calls. Plus, a friend worked there for about a year and advised me that 95% of her calls were angry passengers. * You have to offer the US Airways credit card twice during every call or you get written up. * Side note--- US Airways actually charges people a $25 (or $35 international)/ PER TICKET fee to book over the phone, when most people book 2 or 4 tickets a call... that's crazy! I would understand maybe a one-time fee of $25 for the whole reservation, but dang! You can book online for free btw.... * I'm worried with the merger of US and AA that the customer service will only get worse. I would spend a few extra bucks and get good service at Delta.