Originally Posted by
mvoight
Even though the reservation was book online already, I still don't see how that would mean that is the account the miles should come out of. It is quite easy to sign in using another account, pull up the reservation there, and ticket it there. I did that 2 weeks ago. It is logical for the agent to believe the person making the call to change and ticket the reservation is the same person payinng for the tickets, unless stated otherwise. But... It might have been helpful if the agent asked about "payment". As I understood it, the OP told the agent to ticket his friend's reservation, without mentioning his friend was paying. I am not clear on whose credit card the ticketing fees were charged to, but I assume they were charged to the OP. Given that, why would there be an assumption the agent was charging the fees to one person, and the miles to the other?
Because the friend's reservation already indicated that the miles should come out of his account. Furthermore, the OP did not tell the agent he wanted to alter the friend's reservation so as to take the miles out of his account. Telling an agent to go ahead and ticket a reservation is not giving the agent the authority to alter whose miles will be used -- it is simply telling the agent to ticket the reservation as is.
No matter how we choose to interpret the chain of events, I think it is fairly obvious the agent assumed and then altered the payment (in this case the miles being used) on one of the reservations. In these situations I believe it is more the agent's responsibility than the customer's to clarify the situation before settling matters.