Originally Posted by
tracon
SMD3 would be a good opportunity for AC to learn about it's business. Was it SMD2 that CO admitted some megadoers knew more about it's busines than they did?
I think it would be a good starting point when more employees / agents realized that not all customers are stupid.
The other day I was trying to make a booking on the AC website and the price I was being quoted was much higher than what I had expected based on reading the fare rules etc.
Called the AC res team and told them that there may be a possible pricing error. Agent #1 was about as helpful as Carol Beer repeating "computer says no".
Agent #2 acknowlegded the pricing was somewhat odd, but she couldnīt do anything about it as "fares are a big mystery and I can only book whatīs on the AC website".
Agent #3 was excellent, tried to get to the bottom of the problem, agreed that there was a pricing error and promised to contact revenue management the next morning and call me back (while putting my flights on hold for the time being). Indeed, the next day he called me back, told me that there indeed had been a pricing error and gave me a quote $800 less expensive than what the website quoted.^