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Marriott press release notifications have become an unexpected source of entertainment for me. The past year they have become the best travel industry source for obfuscation and ridiculousness.
Aggrieved Starwood customers will relate to the Cambridge Dictionary definition of lip service:
To publicly support or approve of something, while actually taking no action to produce it.
To pay lip service to loyalty program customer concerns would be a step up from the dismissiveness of tone-deaf CEO Arne ‘Noise around the edges’ Sorenson.
One of the customer service pain points is calling Marriott: a telephone IVR that makes it difficult to reach a human, long hold times, and poorly trained agents (especially outside US Eastern time zone business hours). Allegedly, Marriott made severe call center cuts, though they could have accomplished similar by simply not ramping up for the added former Starwood volume.
Let’s have some fun programming the Marriott IVR. If 0 gets you lip service, what are 1-9?