Programs: AA EXP 1.6 MM (All BIS), Admirals Club, Hilton Diamond, SPG Gold, National Executive, Hertz 5*
Posts: 1,087
Best way to have my wife call EXP desk on my behalf?
I searched "wife call exp" and found no results, but basically, my wife is planning two trips using miles and the award availability is changing daily (better flights opening up, etc.), and she's checking it a couple times a day.
We already have confirmed tickets, but it seems everyday I have to freaking call and drop what I'm doing to change this. Last night she woke me up after an hour of sleep to make a change, and I almost lost my ****.
Of course if I don't do it right away and the seats go away, I'm in the dog house. In some ways I wish award tickets weren't so flexible to change (just kidding, it's a nice benefit, but my wife is abusing it).
Long story short, she needs to be able to call and handle this. She can use my mobile phone which is already identified as me, but I'm not sure how the EXP desk is going to treat her (and it's obvious she isn't a Brian). Anyone have experience with this?
In my experience, the EXP agents don't care who is actually calling or reaching them. Your wife can just call and talk to an agent, and if pressed, say that she used your phone / is checking award availability on your behalf.
By the way, when is your wife's trip? Unless you are departing in the next 3 weeks, checking several times a day is excessive and may be a waste of time.
If you and wife are both passengers on these award PNRs, then no problem having wife call to check. If it is just her, she can check but should check with the phone number on the back of her card.
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Never argue with an idiot. They drag you down to their level, then they beat you with experience.
I do all my wife's airline business and I never have received push back from any of the agents.
You may not be getting push back from the agents but it is a growing problem at the EXP desk -- that those who are not EXP (not just spouses, but friends and extended relatives) using the EXP's number to access the desk.
Programs: AA EXP; AA Gold for Life, Hilton Diamond, National Executive
Posts: 6
Quote:
Originally Posted by sukn
You may not be getting push back from the agents but it is a growing problem at the EXP desk -- that those who are not EXP (not just spouses, but friends and extended relatives) using the EXP's number to access the desk.
I do the same for my wife and since my phone number is registered with the system, it recognizes it and put the line through to EXP desk. I just let her use it if she wants something done. But, usually, I will just call and then ask them to look at another reservation or issue for my wife.
Programs: AA Lifetime PLT, HH Gold, DL/UA/CO/AS Elite
Posts: 14,412
Quote:
Originally Posted by sukn
You may not be getting push back from the agents but it is a growing problem at the EXP desk -- that those who are not EXP (not just spouses, but friends and extended relatives) using the EXP's number to access the desk.
I can see a problem if the EXP isn't traveling or the EXP's miles aren't being used. In the OP's case, the EXP miles are being used, so I think it is OK for his wife to use the number. I think once per day should be enough though.
Also, is this for a reservation that can be booked online? If so, then I see no reason for her to call, unless she found something online and wants to change her current booking. Since she is NOT the EXP, she won't have the ability to get the extra inventory available to EXPs
Since she is NOT the EXP, she won't have the ability to get the extra inventory available to EXPs
EXP needs to be one of the travelers in order to access the expanded inventory, so it matters not who is calling as long as the EXP is going to be on the PNR.
I do think it's fine if the SO of the EXP is calling for whatever reason but it becomes problematic once the extended family and friends circle starts accessing the EXP desk.
Programs: AA Lifetime PLT, HH Gold, DL/UA/CO/AS Elite
Posts: 14,412
Quote:
Originally Posted by sukn
EXP needs to be one of the travelers in order to access the expanded inventory, so it matters not who is calling as long as the EXP is going to be on the PNR.
I do think it's fine if the SO of the EXP is calling for whatever reason but it becomes problematic once the extended family and friends circle starts accessing the EXP desk.
I was assuming EXP was not traveling.
If the EXP was not traveling and the EXP's miles were not be used, then it is not ok for the spouse of an EXP to be calling.
Programs: AA EXP (LTG), Hilton Silver (former Dia), Marriott Plat (LTG, former PP), SPG Gold (soon to be LTP)
Posts: 3,740
Just curious what changes are needing to be made? If it's taking a different flight then maybe she should go ahead, book it, and let the cancellation happen "during normal waking working hours". This is specially nice when you split the outbound and return. Of course this presumes you have enough miles to handle it.
Friends/family calling EXP for non-EXP related travel should not be allowed. It's got to be a pretty serious situation before I'll call EXP to help them out. As I understand the IVR system, your AA# (or phone number) determines where your call goes regardless of number called these days.
Programs: AA EXP 1.6 MM (All BIS), Admirals Club, Hilton Diamond, SPG Gold, National Executive, Hertz 5*
Posts: 1,087
Thanks guys, I told her she's going to call from now, using my number. In these cases and almost all cases, we're traveling together, so there is an EXP on the PNR and it is that EXP's miles, so I think it seems pretty reasonable for an Agent to assume it's not fraud.
Programs: AA EXP 1.6 MM (All BIS), Admirals Club, Hilton Diamond, SPG Gold, National Executive, Hertz 5*
Posts: 1,087
Quote:
Originally Posted by RogerD408
Friends/family calling EXP for non-EXP related travel should not be allowed. It's got to be a pretty serious situation before I'll call EXP to help them out. As I understand the IVR system, your AA# (or phone number) determines where your call goes regardless of number called these days.
I agree, in this case she is calling about travel involving the EXP, so by my reasoning (whether right or not), I think it's ok.
However, if my wife calls EXP on my number to buy travel for only herself using a credit card or her miles, I'd say that's not appropriate. It's a grey area if it's her calling EXP using my miles for her alone travel. However, in that rare event, I'd just call myself and remove any greyness.
