Originally Posted by
Sam_AE
Agreed. It's hard to get upset with the agents when they're stuck with a crazy system that would even allow them to change a booking to arrive after the connecting flight.
I'm trying to be friendly and understanding on the calls -- I'm also giving them the benefit of the doubt because as a former Air Canada customer, even TK's incompetence is way better than the superiority complex that AC seems to have about their FF program.
We'll see if I'm still this forgiving in the next couple of days as they try to fix the error they caused.
Finally able to upgrade this post. Here's a summary of my story:
Feb 21 -- I call to upgrade my Comfort ("A") class seat to J
Feb 21 -- I'm told that they will have to put me on the "waiting list"
2 hours later
Feb 21 -- I clear the 'waiting list'
Feb 21 -- I call to confirm my upgrade so they can debt the M&S out of my account
Feb 21 -- I learn that there is a problem with my ticket and they cannot process the upgrade. I'm transferred and then told that the original agent 'deleted' my original flight and changed it to depart a day later. As a result, they could not proceed with the upgrade until the original flight was changed back.
Feb 22 -- I called the US 1800 number a few times to figure out what was going on -- eventually, I am told they need to file a complaint to get their 'head office' to reverse the departure date back to the original date
From Feb 22 - March 4th (today) -- I have called TK probably 10 times. Each time I got a different story until the last 4 calls the story remained the same. They had to pull the phone recordings of the original Feb 21st call to see if I authorized the date/departure change. They couldn't change it back (for free) without confirming that the error wasn't because of me. I tried (in vain) to explain that I would never have asked to schedule a flight that
arrives in IST
AFTER my connecting flight. I suppose why should they rely on common sense and logic, when they could just pull the recordings
. I was told it would take a week to pull the recordings.
March 4 -- FINALLY I called TK (instead of calling the 1800#, I decided to call their customer service department directly 90-212-468-4848). I was lucky to get a really accommodating agent. He looked up my complaint and indicated that they had checked the recording but there was no determination in the file. So, he called the head office, got permission to change the date back to the original departure date and processed the upgrade.
I can also confirm that my account is now negative ~1000 since I was short miles for the upgrade. You can go negative up to 10,000 M&S as an Elite member.
TK has a lot to learn about proper processes and ensuring that their systems don't allow for these types of errors. However, I have to say that getting upgraded to J class under their March promo (25%) makes all this pain worth it.