I used to be a big fan of the texting agents to quickly help get things done. But man...that system has gone to sh!t.... Have had to reach out a few times the last couple days due to huge snow in MN to change and ultimately then cancel flights. The automated system is useless so i always tell it to get a representative, the system verifies my identity before reaching an agent, but the agents then want all my info...AGAIN...what was the point of verifying my identity in the first place? And even after all that they want me to give them exact ticket and confirmation numbers.

Yesterday:
Plug in all my info, need to change my flight to DC by 1 day
'Thank you for verifying your identity, you will now be transferred to an agent'
Agent: Please send me your name, confirmation number, dates and city of travel
Didnt i just enter ALL of that already?!


Just now:
"I need to cancel my trip today to DC"
"Id be happy to help, whats the ticket or confirmation number"
"its the only reservation, today, to DC...on my account"
"I can help with that, whats the ticket or confirmation number?"

Do these agents not bother to ever LOOK at the account or use any common sense? You have my account up, you see my flights, i told you the one i need to cancel, why do we have to go into so much extra detail just to get them to do basic tasks.....

FWIW I couldnt cancel online, gave me that good old 'your ticket cant be changed or canceled online so please contact us at 1-800 blah blah blah'