Originally Posted by
Quail
I should note that it's commonplace for an agent/agency to add its own email to PNRs. I add my email, for multiple valid/useful reasons, to all PNRs that I put together... alongside the passenger's email.
The passenger's email goes in the normal email field with a name association, and also can go in a SSR CTCE for operational contact purposes.
What's not acceptable is to not add the passenger's email and/or not correctly associate it with the passenger's name when there are multiple emails. It should be clear looking at the PNR which email belongs to the passenger (vs that of the agency/agent).
My email was associated to me (the only traveler on the booking) with purpose of “notification”.
I can see the agent’s email was added to the booking twice, once with purpose of “standard” and no traveler association, then once with purpose of “notification” with traveler association to me.
There was no CTCE SSR added to the PNR.
When I requested ACTV online, the pre-filled email address was mine (partial redacted with “*” character), and I re-entered my email address once more at the refund page. The ACTV email still ended up in the agent’s email address.
Not exactly sure if the agent is to blame or AC IT, but the agent did forward those emails to me.