Originally Posted by
spin88
I periodically hit agents (or FAs) who were difficult on pmUA, but I can't ever recall being told "they are not allowed"...
There are two possible explanations for why we are now hearing it often on the merged airline. (1) employees don't want to help, say its not allowed, when it is or (2) are honestly not allowed to fix problems, they have been instructed by policy to say no...
There's a third possibility: they don't know how to solve your problem, or their IT systems are so cumbersome and slow, they would rather get rid of you with a fib than dive in and try to deal. This happens a lot with phone agents who make up "rules" to get you off the phone rather than cope.