Dealing With Being Put “On Hold”

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Picture this…

You finally arrive at O’Hare Airport after a long flight from (enter city name here), and after collecting your luggage, you call O’Hare-Midway Limousine Service to have your car dispatched. So far…so good. But your experience is about to take a nasty turn, as you are greeted by an auto-attendant message telling you your call will be handled in the order it was received. Oh well…how long could it possibly take to get through to a real person?

When you’re on hold, whether it’s with the electric company, a department store, or a limousine provider, each second is like a minute, and each minute like an eternity. So while we don’t think twice about swishing mouthwash around our teeth for sixty seconds, we are ready to jump through the phone after being on hold for a minute…and forget two or three.

It’s important to know what is going on behind the scenes to have a complete understanding of what is happening when you call and why you may be waiting on hold, and it’s not as simple as it seems. Then again, transportation, and especially ground transportation…never is.

The limousine business is not a smooth and predictable road. Years ago, the airlines decided that they would reduce the number of available flights to maximize usage on their planes. This meant that the more sedate “ebb and flow” of the airports was replaced by an erratic “peaks and valleys” kind of thing. And since airports tend to be the focal point of limousine company operations, the effect has been significant in how limo companies operate. It’s almost like rainfall. A steady rain is absorbed into the earth, and generally looked at as beneficial. Downpours are associated with floods, and the negative aspects of rain. Chicago limo companies experience downpours on a daily basis. Clients tend to arrive in clusters, and the flood of calls creates chaos in erratic spurts. If you are one of those unfortunate travelers that arrives during a “peak”, waiting on hold CAN and often DOES happen.

So…what should you do?

OML Connect is a web application created by O’Hare-Midway Limousine Service specifically to address this issue. The beauty of the product is twofold; first, it is a web-based application so it works on ANY smartphone; and second, it allows clients to bypass the call-in procedure and connect (via our proprietary software) directly with the dispatcher, dramatically reducing – or eliminating waiting on the phone altogether.

Travel smarter. Download the OML Connect app before your next trip.

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Dale Schahczinski
Goal driven team leader, with industry experience spanning all aspects of operations and administration.