Originally Posted by
pomkiwi
Unfortunately there are a lot of reports of similar experiences. I have had similar problems trying to sortout chauffeur drive bookings - although the se are clearly less crucial. Certainly worth calling back again - you may find it easier if you call in UK business hours (I assume you are UK based) as I have found that if calls route through to UK based staff there has often been more clarity.
If the OP is EK Gold, if he puts his Skywards number in, it will divert him to DXB. I would therefore refrain from doing this and call in as a normal J class customer to get the Manchester center
To the OP: yes - the agents pretty much follow the computer says yes/no script, yet still make elementary mistakes (e.g. charging a change fee in a different currency from the ticket rules!) and end up having to calculate costs manually.
They also don't practice anything like fare holds over the phone, so there is the possibility that between your calls, availability on the LHR flight changed.
Looking at the fare rules for your flight - reissue fees for non-Flex Plus tickets are 150 USD, as
edy4eva states, you would also be hit for 142 GBP in Air Passenger Duty, as well as additional charges for LHR which would come to c. 50 GBP off the top of my head - I think the first agent's price would be incorrect. I'm inclined to believe the second agent's price is more in line if you needed that specific departure as there is only Flex availability on that flight at the moment (no O class saver).
As to taking FZ - EK do not fly to ERB on Sunday 8th, only FZ. EK departs Monday, Tuesday, Thursday and Saturday. The 2200 departure LHR-DXB, EK6 arrives at DXB on Sunday 8th at 0845 which wouldn't connect to that flight in time anyway!
If you want to fly onwards to ERB on EK949 on the 9th at 0625 you must ask the agent to construct a stopover in DXB, not a transit.