Originally Posted by
canadiancow
It's a shame to hear stories like this, and if you were SE, I'd say "call the concierge", but I'm honestly not surprised how it turned out for you
Yeah, would have been interesting to see if the concierge could have done anything if I was still SE. That being said, if Reservations, a check-in agent, a lounge agent, and CS couldn't do anything, I'm skeptical whether the concierge would have been able to get around the "computer says no" problem.
Originally Posted by
yyznomad
The agent fail stories continue to flow. BS after BS every week. I'm strongly considering starting an official thread about agents who lie and also the incompetency of the resource desk.
Yeah, the culture among the ground agents seems to be quite pervasive and very unfortunate. A mix of not knowing the rules, assuming the customer is always wrong, passing the buck including outright lies, and hiding behind IT issues with "computer says no." In a lot of cases, I think AC's heavy-handed approach on not giving agents any authority and reinforcing for them to follow what the system tells them enables it.
Originally Posted by
jc94
OP sorry to hear this. Did you try to contact AC CS? Don't expect much if anything, but be interesting to know what they would say.
No, hadn't bothered. I guess I could write them, but I don't have much hope that anything would actually get fixed and they'd do anything other than offer a generic 5% discount code.