Originally Posted by
Cap'n Benj
Just to update and close this off. I called back again today, they offered me a reroute via PHL, but it got in to LHR too early to be convenient for me. The fella I spoke to seemed more than happy to change my flight to one leaving BOS a couple of hours earlier though.
It did take 35 mins on the phone to conclude though! Not a problem for me, I just worked with a headset on, horrific for them though if it was actual time it was taking this guy and the person he was supposedly communicating with to fix!
Thanks again all who advised to HUCA
Good to read about you finally got a more willing and competent agent to resolve the issue. A lot of the time is probably spent on the agent waiting to be connected to a supervisor, not the actual time to fix it. There are not many empowered agents i.e. Supervisors, so whenever a higher level of approval is needed the front line agent would be on hold waiting to get to a supervisor - essentially both you and the front line agent were on hold the same time.