nigos

Calling back resolved the problem. The second agent explained that the policy is listed in very small type at the bottom of their documentation for booking flights. I think elimination of centers results in new agents not having access to the experience of CSR's who have been working for many years. In this case the first "GS" agent (likely a new person on the GS desk) had no idea about this policy. After more than 45 minutes the first agent told me that R needed to be available. This call wasted nearly an hour of my time (because I had to call back to speak with a different agent in order to resolve the issue) and of course 45 minutes of the first agent's time that would have been better spent helping other reservation requests. When amplified thousands of times over each day I imagine this loss of productivity does not compensate for the cost of running call centers.