Originally Posted by
st3rv
Amazing tool, however when calling customer service to book, they do not see the availability. Tried 2 reps who spent a lot of time on several itineraries showing as available via this fix but they could never see them. It is for a ticket change and I must call. Has anyone been able to actually book online? I am worried about canceling to find myself unable to finalize the booking online if the call center can't see those tickets.
Hey st3rv, can you give me some more details regarding your itinerary?
My assumption is that you are trying to change one leg of a multi-segment itinerary, and you can see availability for that one leg, but CX call centre can't see said same flight availability?
If that is the case, are you able to see the entire itinerary you want to change to change to using the new tool? Or only the leg you want to change?
e.g. If your original ticketed itinerary was SYD-HKG-LHR and you want to change the HKG-LHR leg, does the entire SYD-HKG-LHR as a transfer flight show as available? or just the HKG-LHR leg?
If you
cannot see the entire SYD-HKG-LHR itinerary together as available (by searching SYD-LHR), but only the one leg separately, I would advise you not to cancel, because it is likely that you won't be able to rebook it as a transfer. If you
can see it, then I would book it first before cancelling the old one, since you indicate you are OK with canceling, and your main concern is not being able to rebook.
I've run into a lot of issues myself ticketing multi-segment itineraries myself. For example, I have a pair of TSA-HND and HND-LHR tickets that were available to book separately, with a layover time well within the current 24 hour rules, but when I wanted to book them together as a transfer, the call centre said they could not see availability. The TPE-HND-LHR flight would have cost exactly the same as a HND-LHR, so that was a bummer.
I'm getting a lot of reports from testers that the same thing is happening a lot with oneworld multicarrier awards, i.e. the flights are all available to book separately, but not as transfers or as part of a larger itinerary. As
tonyatflyertalk001 mentioned, if the same flight also shows up in the native CX engine as a one-way, it is a call centre issue, or more likely a ticketing rule issue. It looks like some sort of reverse married segment control, a
divorced segment control, if you will, lmao. Can anyone who can see these backend details on amadeus find any clues as to what’s going on?