JetBlue TrueBlue - Problem with Jetblue hotline

A week ago my dad had to change a flight on short notice. He had to fly a day earlier. So he called Jetblue to change his flight. I was standing next to him when he talked with Jetblue. At the end of the phone call he asked if he is now on the flight a day earlier and if everything is set which seemed to be acknowledge by the phone agent. I couldn't her the phone agent but because of my dad's reaction I believe the phone agent did his job.

When my dad arrived at the Boston airport about 12 hours later and tried to check in the check in staff couldn't find any change to his itinerary. He was still booked on the original flight a day later. The check in staff couldn't even verify if someone accessed the itinerary to change flight. They were helpfull and after they couldn't find out what is wrong they got their supervisor. At this time my dad was a bit unhappy about the whole thing which led that the supervisor just said: "Oh Sir you are upset, I don't talk with you."

My dad is no one who screams or otherwise behaves unruly so I really wonder what this supervisor was thinking. I also still wonder what happened to his itinerary change he did over the phone the night before. How can this happen?

I don't know how our reservations system works but I have an extensive background with SABRE and if I didn't finalize the record and record the changes when I exited the record it would reset the record and make it look as if I never ven touched the record. I have done that before so maybe that could have happened, the agen got distracted and forgot to save the record. If that happened to be the case, even if not, I can understand why your dad would be upset that the changes weren't reflected, I would be too!

As I wasn't there I can't explain why the supervisor acted the way they did. Could have been a multitude of reasons, bad day, stressed, and so on. I've seen our BOS agents handle some pretty upset customers with a steady face so I'm pretty sure that something other than your dad's reaction triggered the response he got.

Did you dad get everything sorted out and get on the flight he wanted to?

Also i'm sorry for the mix up on our end with the reservations agent as well as the conflict with the agent in Boston!

He got on the flight but the problem was that unlike the day before he called the fare changed and they wanted to charge him the difference. I don't know if they eventually waived that or not.

Thanks for the fast response.

likely what happened was that the agent forgot to press save. B6 doesnt use the traditional Sabre system..but it's the same rules. if you don't push save it will give the customer a heck of a headache as all the changes will not be there when you pull it up again. it won't even show that anyone looked at it unless they write a note in the reservation regarding a change or something of the sort and pushed save! that's why during training they emphasize saving over and over, but occasional it does happen where agents get distracted or simply forget. human nature- nothing you can really do about it. i do wish they had autosave though...

Or at least a Windows like "Do you want to save your changes?" when you exit the file.

Thanks for the all the explanations.