Originally Posted by
Dr. HFH
Sorry, perhaps I wasn't clear. I read the OP as something along the lines of 1) flight cxld; 2) agent initially said that s/he couldn't/wouldn't help; 3) JohnAx said, "Well, wait a minute...."; 4) agent called someone for clarification and then 5) worked with JohnAx to get everything sorted. IME this happens from time to time. I saw nothing unusual. Very few agents know and understand all the rules. Sometimes clarification is necessary.
I can tell you of a similar experience with LAN 2 years ago in AKL on a DONE04. 5:50-am flight AKL-SYD (to LHR-CAI). LAN couldn't find my reservation & was decidedly UNHELPFUL. She told me to wait, but clearly was not working on my issue - was helping other PAX. The clock was ticking & I realized: I am not going to make the flight & will miss my connection in LHR. I went to the QF ticket counter where Lionel, an ANGEL, tried to help me sort it out. (Not a QF issue, he was just being nice). But I had to call AA RTW desk in US on my dime to sort things out. And I had to be rushed & escorted thru security. When I got to the check-in counter they tried to give me an economy seat. I insisted I had revenue J, please accommodate me, which they did.
I avoid LAN like the plague.