I made the same mistake too
Originally Posted by
percysmith
“No sir, you are not allowed two OW partners plus CX/KA. This itinerary cannot be redeemed.”
“But you allow me three OW partners plus CX?”
“Yes sir. JJ must stay in”
I searched and re-read the rules:
“This awards chart is applicable when you redeem a round-trip award ticket with an itinerary which covers:
• Two oneworld alliance airlines, where Cathay Pacific or Dragonair is not included; or
• Three or more oneworld alliance airlines when Cathay Pacific or Dragonair is included.”
I wasn’t convinced. I quickly Whatsapped two other FTers. They all quickly replied the rule should be interpreted as two OW carriers whether CX/KA was included or not.
That was my understanding too – although I didn’t recollect it before the end of the phone call,
my first OW redemption was precisely two OW carriers (JL and AA) plus CX . And that redemption also required supervisor intervention for different reasons.
I told the agent I respectfully disagreed with his interpretation and asked he check with a supervisor. He refused the request.
At that point I saw little point asking for a hold either. I decided to HUACA.
On reflection I should have taken his name.
And then made a written complaint against the agent for causing me to waste nine hours having agents look for the flights he had.
Certainly there're supervisors. Agents (both Tsuen Wan and Manila) just don't like escalating (no news is good news mentality, plus I don't think they view GCC as a long run career path).
If they're clearly in the wrong again I'm sticking my forks in (don't wanna work here? Let me help...)
P.S. But in your case, you're asking for a supervisor to exercise discretion, so you're on shakier grounds to complain against not being escalated. My agent was clearly telling fibs with the partner rule interpretation and then with the no escalation assertion.