Dropping Calls on purpose.

[Sach210]

I’ve experienced this issue with Airbnb support numerous times, and it has become a recurring and frustrating pattern. Whenever a representative is unable to resolve a concern, they often say, “Let me speak with my higher authority,” and then place me on hold for 15–20 minutes. After the hold, instead of offering a new or escalated solution, they simply repeat the same explanation or story again—often taking another five minutes—only to ultimately tell me there’s nothing they can do.

When I politely insist on speaking with a supervisor or someone from a higher department because the proposed solution is not acceptable, I’m told again, “Let me try to reach out to another department.” I’m then placed on hold for another 10 to 15 minutes, only for the call to suddenly get disconnected.

You would expect, out of basic courtesy and professional service standards, that the representative would call back, apologize, and resume assisting with the issue. Unfortunately, that has never been the case. Instead, I’m forced to call support again and start the entire process from scratch—explaining the situation over and over to a new agent.

This is not a one-off incident. It happens frequently, leading me to wonder whether this is a systemic issue or an unofficial practice—where agents are advised to drop difficult calls as an easy way out when they can’t offer a resolution. Either way, it’s extremely disappointing and unacceptable from a company that claims to prioritize customer service and guest satisfaction.

[Joelle43]

Totally agree @Sach210 - imagine if we behaved like that with our hosts?  We'd receive a warning notification from Airbnb right away.

I've recently contacted another platform and was most impressed with their CS - I didn't have to deal with a bot, I had a person who was knowledgeable and although we started on the chat, they asked me if they could call me!  They then sent me an email confirming our discussion with a case number explaining that the case wouldn't be closed until I told them that the situation had been resolved.  A few days later I received  a follow-up email wanting to ask me if my problem had been sorted.  Wow! just wow!  

[Helen427]

@Sach210 

Request a copy of your Airbnb file - we have posted information how you can do this here in the Community Center.

In one's file there's required by law that those accessing files must include Log in details - in our files are codes relating to where the person at Customer Services is likely to be based so you can pin down where they are located.

There been numerous articles in mainstream media relating to Business Process outsourcing (BPO) scams by those working in the industry.

Some are currently before Courts of Laws for exploiting application processes and others are also been caught up with.

As an aside Telus are understood to have the contract with Airbnb for Customer Services however there's endless Contractors and subcontractors who have ill-configured computer systems along the way so they are legally not able to access our personal information to form a competent legal opinion.

It's currently a round in circles Catch 22 endless automated robotic nightmare.

There's a SEC case involving TELUS currently going through processes relating to misleading investors.

Perhaps those who have been shortchanged as ABB users should do one to?

We see in the news the next money maker in Customer Services is Knowledge Process Outsourcing (KPO) so one has to question if perhaps that's the next step to educate those working in KYC ( Know Your Customer) schemes around the world to train those about Basic Administration processes with a little lateral thinking because there sure as heck hasn't been in the KYC schemes.

Those in BPO's all need to learn basic clerical skillsets including how to apply Airbnb and our own countries jurisdictions because without it it's a failure to provide contracted and paid for by Airbnb users monies and amounts to serious Wire Crimes and computer crimes.