Originally Posted by
sukn
There are two scenarios at work here.
1) Yes, agents do have the ability to overbook/create award inventory where non exists but they can only do this for certain markets and in extraordinary situations -- because as booji points out RM can come after them.
2) Certain markets are inhibited from this function. Example: Hawaii. For such markets, the agent can only overbook/create award inventory due to a schedule changes but even then they have to get permission before executing the override.
Also, when asking about what the agents "can" do, you need to make the distinction between a) what they physically can do in the computer (perhaps using a special command), and b) what they are permitted to do by their work rules. Just because there is an override code they have access to doesn't mean they "can" book you onto a flight with no award inventory just because you don't like the connection time of the alternative, for example.