nielsdc:

Apologies for the delay in responding to your post... just back from a bit of a spring break...

While the oneworld rule book does say that all member airlines should service all their oneworld partners' tickets, what this means in practice is, to be honest, open to interpretation by individual airlines and their employees.

In reality, some find it a great deal quicker and easier, particularly if the original issuing airline uses a different GDS, to refer the customer to the original issuing airline, if it has an office close by. That can benefit the customer, by sorting out the problem much faster than having an agent work through procedures and ticketing language with which he or she is unfamiliar.

We are introducing new systems to make it easier for employees of all our member airlines to view tickets booked on other alliance members in a more "neutral" format, to make it easier for more employees to handle ticketing issues relating to other alliance members at first point of contact.

With best wishes,

oneworld4u