you've got to start this via the phone. they take your itinerary and send it to the rate desk for pricing which can (and most likely WILL) take hours.

they then call you back to let you know what the pricing is. then, if you want to go to a cto, be prepared to wait, as the process of confirming the rate with the rate desk, plus the actual creation (i.e. writing) of the tickets can (and definitely WILL) take hours. as this takes at least one agent out of comission for some time, they may be inclined to push you to the side, for in their minds, this is a fairly complicated process. make sure your cto has more than a few agents, or they may just have you come back later. i did mine at the grand central cto, and i arrived at 5PM. i did have one change that took forever, to make. the cto closes at 7pm, however, that night, i and two agents left at 930PM!!

be prepared!