Originally Posted by
kileysmom
I got through on the Gold line very quickly and then had an agent who despite my elite status insisted she is now required to read to me every condition for booking and for changing an awards ticket as well as every possible option for handicapped services as well as to explain in great detail the BA fees....all in all a call that would usually take about 8 or 9 minutes took almost 25. Wondering if she is a trainee or is this, as she said when I asked, truly a new requirement?
It's true, actually, although it's not a new requirement. U.S. Department of Transportation regulations require that agents disclose all conditions/fare rules when selling a new ticket, changing/reissuing an existing ticket, disclosing operating carrier information, along with all airport accessibility information at origin, destination, and connecting points if you request a wheelchair or mobility assistance. It can take a little more time when inquiring about an award with Global Partners, as the all of the required operating carrier information must be disclosed at the time the flights are even offered for sale, let alone booked. Alaska can be fined if all of these are not properly disclosed, and all agents are routinely coached to ensure compliance.
Of course it's not their intent to sound robotic,though! The agents are coached to make these disclosures as quickly and thoroughly as possible, acknowledging they're required by the DOT.