I can’t believe I am the only one exasperated by the horrendous UR phone reservationists - but I did a few searches and did not catch any relevant threads.

I booked business class tickets on Turkish Airlines that have connections through IST. I completed the reservations online and used my UR points to pay. My daughter’s reservation now has a schedule change that leaves her with a 50 minute (illegal) connection in IST on the return. The TK system notes the schedule change, has all kinds of warnings when I bring the reservation up on their website, but they have not rebooked her automatically (which is apparently the norm with TK) - even though we travel within the next 30 days.

I have now spent over 4 hours on the phone with UR. You initially get connected to offshore agents who seem to know little about doing anything other than the most basic tasks. I finally figured out I need to ask to be transferred to the US-based help desk - it still seems to take 20 minutes to get to them. The help desk folks are an improvement, but not much. Today’s call was over 2 hours. I have now had two agents tell me they need a special code in order to rebook my daughter due to the schedule change without repricing the itinerary and they can’t find the code. They say they can’t get through to TK on the phone, and they have sent an e-mail but have not received a response.

I called TK, and they told me there is no special code, and because the agency issued the tickets TK can’t touch them unless its within 24 hours of the flight, and I need to go back to UR.

There is no ability to manage the reservation myself on the UR website.

The TK website seems to want to let me make changes - but then it wants to rebook my daughter in economy, even though she has a business class ticket, so I gave up doing anything there.

The only other thing I can think of is going to the TK ticket counter now, but I am pretty sure they will also tell me they can’t touch the reservation since it was ticketed by an agency. (TK also insisted it was a private fare, which is not the case.)

Any thoughts on how to get to an experienced agent at UR? This literally should take 5-10 minutes at most to fix! Lesson learned - avoid booking with UR unless its a last resort.