EPIC newsletter, September 1975

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NEWSLETTER
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September 1975
•SUGGESTION
Many Credit Travel Plan (CTP) account card holders who purchase tickets through travel agents get annoyed when they are approached by a collection agency after they have held onto their unused and unpaid tickets for a period of up to two years. To prevent misunderstanding and ill will, send travel agents a memo to tell their CTP customers that tickets purchased should not be held for more than 60 days because if they are held for a longer time and not paid for within this period, they are '' subject to collection.
Submitted by Dominic V. lanieri, Jr., Collections
REPLY
Each CTP customer signs the Retail Installment Credit Agreement which includes the following..." that every purchase charged with any such card is an indebtedness of mine...that within 25 days from each billing date I will pay to Pan Am either the total indebtedness...or an installment payment..." This agreement is a clear explanation of payment expected from a customer. The travel agent is doing a service by issuing tickets and he does not have the responsibility of advising the customer to pay his bills or return the unused tickets. This is the customer's responsibility that he has agreed to when he signed his application for credit. However, to educate our customers, a mailer in Spanish and English is going to be included with monthly bills beginning July or August. This mailer informs the customer that payment is required monthly, or if tickets are not used they must be returned for credit against the account. Hopefully, this will reduce a number of outstanding delinquent accounts and curb future delinquent accounts resulting from customers not returning unused tickets.
• SUGGEST ION
Whenever we received misdirected calls in the past, we transferred the call. The caller was given the correct telephone number in case of a disconnect which sometimes happened. We have now been instructed not to transfer telephone calls but to take the name and all related information so that the proper person can return the call. Many calls are long distance ones that are not covered by Pantel and those that are covered are sometimes difficult to reach. Not only does this new way cause extra work for us, but we believe this adds to Pan Am* 1 * 3s telephone expense.
Submitted by Alice Corcoran, Sonia Rodriguez, Ruth Ellen Koches, Marcia Maziejka, Madge Cleary, Katherine Weis, Lauren Kameika, Ted Ochart, E. Parrotta, Karen Mobley, Teresa M. Raleigh, Eleanor Messinger, Florence Stiegler, Nancy Tychnowitz, Rosalie Tobin, Ted Klepp, Roger DeSimone, J. Gera, Valerie Romano- Credit Card
REPLY
(1) Transferring a phone call tends to make the callerp irate by the time
they reach the correct party. (2) Customers or potential new customers calling long distance to resolve a problem, or secure information should not be forced to incur a large phone cost while being transferred around.
(3) By having the receiving party record the pertinent data, i.e., type of problem, dates involved, the information can be researched by the appropriate employee thereby enabling he/she to help the customer on the phone when they return the call.