Originally Posted by Anonba

I think my point is really that its not agents to blame ( in this case anyway i think) its down to the way a) the system works and b) the way we are told to quote things and put in notes in bookings.

While if im honest ive seen mistakes that other call centres and UK call centres have made, this thread/ comments feels a little bit like bashing BA agents.
Im all for fair criticism because to be frank im not a fan of delhi/ arvato call centres and arvato particular because ive seen the incorrect information they have given and the conflict it caused. I also realise uk call centres arent perfect.
It just feels like you assume they are wrong and then assuming that what youre doing is right.

To be clear im not at all saying your wrong and apologies if this comes across as a rant. But its because ive seen itineraries that had to be sent to BA's fares team because it wasnt possible for experienced BA agents to quote due to system limitations or otherwise. Therefore if people that have been doing this as a job 5 plus years are unable to do it this says something about both the system and the complexity of calculating fares sometimes.

To reiterate as agents we dont get given charts to say this should be the correct yq for a particular route. If we do it manually we sekect flight segments and then we will see the new yq along with maybe 6 more or less different types of tax which are then added up n taken away from the current tax on a ticket. To be seperately doing this for tax and yq would just take more time. The automated system goes straight to giving us the figure but like i said its displayed as 'tax' even if its only yq.