AEG Reviews

When I stared it was great place to work. With new management in place, it is so stressful and unbearable. They are hiring hundreds of agents internationally who make tons of mistakes (due to lack of training, lack of understanding to US markets, and basically just leave clients on hold until they eventually hang up). We deal with premium cardholders and are expected to turn them out in 17-20 minutes. In that amount of time you must deal with "new" systems (haha) that do not work and take several tries, correct the mistakes of new agents, finish incomplete bookings, deal with angry, misinformed clients and people who have to call back 3 times to get the proper assistance. If you do not, you will be written up. The support help desk assistance mediocre at best, you will mostly fend for yourself. You will have someone check you if you are off phones for more than 5 min. finishing your work. The punishment is to have most agents in write up status for any kind of reason so bonuses do not have to be paid. They change the rules every few months, so processes are completely unfair to many. I have PTSD from having to deal an environment that was so unstable. It was like being in jail and the wardens are just waiting for you to do something wrong to be punished somehow. Most agents that work there do the minimal amount and do not care. I am so sad they took a little gem and turned it into a cheap mass market where we cannot even service the customer completely as we did before.

Read the reviews. The job is not what is sold to you during hiring. You are not researching and booking travel, it’s a call center where you are taking complaints and fixing other people’s mistakes. The people in charge have been there for 20 years and they aren't open to change. Software is unreliable and times out all the time and you're told "that happens." Long weeks of training for scenarios that do not happen. Cameras are on 8/hrs per day including self-study but training is extremely unprofessional. Unrealistic goals of saying “buzzwords” in each call just to pass. There is never supervisor support when you need it and every single department will pass on helping you when you try to transfer. Even if you get a nice cardmember and create a good booking, this will not matter because you took too long on the call. If you have questions about your pay, benefits, etc, good luck. HR is outsourced and might get back to you.