Originally Posted by
Goldorak
To add to the discussion : the different discussions you had on the phone with the DL agents representing AF in the US show how incompetent those DL agents are on AF affairs. We have multiple almost daily examples of that on this forum but your case is really a good one. How can you tell a customer booked in W, having received an e-mail announcing a downgrade to Y, that you are still in W, and then you are in J, and then I don't know, etc etc. Come on, the PNR is obviously annotated in such a case and it's certainly not hard to understand what's happening when you have all the profesisional tools, while we, on this forum, found immediately what was happening and with only information publicly available.
These days, the expectation of competency is minimal. I am happy if they're polite and seem to be making an effort to understand. That they don't eventually, like the lady who didnt know how to add my Skymiles number to the AF reservation, and direct you to other resources, is unfortunate.