What does the rate desk do?
#1
Original Poster
Join Date: Feb 2010
Programs: UA 1K
Posts: 546
What does the rate desk do?
I'm sure many here are frequently in one of the following situations:
After a few rounds of both of the above, and especially a few failed attempts at the latter, I've started to wonder: what, exactly, does the rate desk do while we're on hold? Do they actually look up fare basis codes and write pricing lines by hand? I have a great appreciation for the complexities of airfare pricing and fare rules, but in cases of non-trivial itineraries with many segments on many airlines, if the reservations agent just conferenced me into the call with the rates agent and let me read the exact fare construction that ITA spits out, we'd save everyone a lot of time. I've never had that happen though.
Thanks!
- You call to change an itinerary that already has a confirmed upgrade, and the rate desk has to manually calculate and store the fare so that the upgraded segment isn't changed to a revenue booking code.
- You call to change a complicated itinerary that the automatic pricing engine isn't capable of pricing (or prices without optimal fare break points).
After a few rounds of both of the above, and especially a few failed attempts at the latter, I've started to wonder: what, exactly, does the rate desk do while we're on hold? Do they actually look up fare basis codes and write pricing lines by hand? I have a great appreciation for the complexities of airfare pricing and fare rules, but in cases of non-trivial itineraries with many segments on many airlines, if the reservations agent just conferenced me into the call with the rates agent and let me read the exact fare construction that ITA spits out, we'd save everyone a lot of time. I've never had that happen though.
Thanks!
#2
Join Date: Aug 2011
Location: BWI
Programs: UA 1MM & 1K, Marriott Titanium, Hilton Diamond
Posts: 255
As far as I'm concerned, they do magic. All my business trips booked via travel agency never price correctly with changes, including SDC, so it always has to go to rate desk. The same applies actually when making changes with the travel agency, they have to go to their rate desk to make changes since they don't price correctly in their systems either.
I'd be curious to know as well what they actually do!
I'd be curious to know as well what they actually do!
#4
Join Date: Nov 2000
Location: San Francisco
Programs: 1K 2.2MM
Posts: 2,352
Agree, and it always leaves me thinking after the agent returns from hold after the rate desk fixed everything......."Why can't they just train everybody to the level of the rate desk?" Are there some kind of State secrets involved that others shouldn't know about?
#5
Join Date: Nov 2016
Location: SFO
Programs: UA 1K
Posts: 127
Agree, and it always leaves me thinking after the agent returns from hold after the rate desk fixed everything......."Why can't they just train everybody to the level of the rate desk?" Are there some kind of State secrets involved that others shouldn't know about?
IME, their speciality is interpreting fare and routing rules and the "magic" that they are able to perform seems to be the authority to override the system and manually price a complex itinerary when the computer can't.
I refuse to book W or higher when R=0 on intl flights, so it's not uncommon for them to get involved as I scramble to upfare if and when R gets released, especially on the return portion of a RT which always seems to require a manual re-price.
Last edited by WakeTurbulence; Feb 19, 2017 at 10:11 pm
#6
Join Date: Apr 2012
Location: SFO
Programs: AS MVP Gold 75K, UA Gold, Marriott LTT, Avis President's Club
Posts: 1,539
The only time the rate desk gets involved for me is the same situation. When doing a GGBUYUP to W when R becomes available.
#7
FlyerTalk Evangelist
Join Date: Nov 2014
Location: MSP
Programs: DL PM, UA Gold, WN, Global Entry; +others wherever miles/points are found
Posts: 14,417
This. They have the authority to interpret fare rules and override the computer if it isn't doing what they think is sensible. A line CSR can't force apply a fare component if it fails to auto-price.
#9
Join Date: Feb 2006
Programs: UA, Starwood, Priority Club, Hertz, Starbucks Gold Card
Posts: 3,952
Different airlines have their own requirements for agents to qualify for the rate desk position. Usually they involve several years' experience as phone res agents, and passing some sort of competency test. It's a pretty complicated job, and costly to train everyone given that most changes can be handled automatically without it.
#10
Join Date: Jul 2001
Location: YYC
Programs: AC Basic, UA MP Gold, Marriott Gold Elite, SPG Gold, Amex Platinum
Posts: 3,008
Agree, and it always leaves me thinking after the agent returns from hold after the rate desk fixed everything......."Why can't they just train everybody to the level of the rate desk?" Are there some kind of State secrets involved that others shouldn't know about?
#11
Join Date: Sep 2008
Posts: 812
#12
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Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,461
I suspect the changes to MP routing rules have much reduced the burden on the rate desk.
#13
Original Member
Join Date: May 1998
Location: CT/NY
Programs: UA 1K/1MM, AA EXP, Marriott LT Titanium, Hyatt Globalist, IHG Plat Amb
Posts: 6,020
Echoing everyone else have been saying: Rate desk absolutely rocks. They are not your typical reservation agent, who probably spend majority of their time making simple roundtrip reservations or assigning seats. Rather, they deal with complex transaction, such as multi-city, multi-airline, or changes to PNR that's more than mundane. The agents there actively review the situation and make sure the best fare is applied.
Being that they are a part of the back office function, it's unrealistic to have top-tier members have direct contact with them. However, a smart GS/1K agent would send over the complex reservation over to the rate desk immediately as opposed to just say "The Computer Says NO".
Being that they are a part of the back office function, it's unrealistic to have top-tier members have direct contact with them. However, a smart GS/1K agent would send over the complex reservation over to the rate desk immediately as opposed to just say "The Computer Says NO".
#14
Join Date: Nov 1999
Location: if it's Thursday, this must be Belgium
Programs: UA 1K MM
Posts: 6,484
A more fundamental question if I may ask --
Why is a rate desk necessary? Is it because the codeshares, upgrades, fare classes, etc. have become almost too complicated and cannot be avoided? Is this why we can never fix / refund / change an itinerary online by ourselves and need to get UA's agents involved?
Compare/contrast this with some other low cost carriers, who simply do not create such complex fare systems (or have codeshares I suppose), and probably don't have to have such extensive rate desks? Is this a mandatory part of being a large international airline?
Why is a rate desk necessary? Is it because the codeshares, upgrades, fare classes, etc. have become almost too complicated and cannot be avoided? Is this why we can never fix / refund / change an itinerary online by ourselves and need to get UA's agents involved?
Compare/contrast this with some other low cost carriers, who simply do not create such complex fare systems (or have codeshares I suppose), and probably don't have to have such extensive rate desks? Is this a mandatory part of being a large international airline?
#15
FlyerTalk Evangelist
Join Date: Nov 2014
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International tariffs tend to be dramatically more complicated than domestic ones (I guess nothing inherent, just a stronger desire to segment the market). A lot of the extra features of a legacy carrier add a lot of complexity to the fare charts as well. If you're only selling domestic tickets with one-way fare components and have zero interline ticketing agreements then your constructions are going to be a lot simpler. Ditto for having revenue-based award redemptions instead of region-based with complicated stopover and "free segment" rules.