Originally Posted by
San Gottardo
I have no problem with either rule. What I have a problem with is that the outcome for the customer depends on how competent or careless an individual agent is. That shouldn't be the case, at least not for things like fares which have rules.
In any case, if the last agent was wrong, not my problem anymore, I was debited only the lower amount on my credit card and have the new ticket.
I fully agree.
One problem is that phone agents do not want to sound "ignorant". Hence, they give explanations that are way over they pay grade.
As a general statement, the info given by the last agent is wrong, so you should not worry having made wrong moves before calling that last agent.
And be happy with a low fare adjustment. There could be many reasons for such a low adjustment and the call agent could not manually adjust your fare, the system does.Overriding the system is a complex procedure requiring a supervisor approval.