Originally Posted by
TEDisgone
I just refreshed my outstanding trips on the app and sure enough, the EI (and DE) trips are asking me to call to fix. I'm sorry about what happened to you, BearX220, but grateful you are spreading the word and hope you get a satisfactory outcome. I never got an email about these issues and if I hadn't manually refreshed each trip, I wouldn't have known!
From December last year til April, of the 6 award trips booked for myself or family for this summer onwards, 5 had some degree of schedule changes. Most if them were for some miniscule change of 5 minutes or so. All of the bookings remained locked until the call in, which I was in no hurry to do.
AS used to be on top of processing these changes and emailing updated, confirmed travel docs quite quickly in the past. They even went so far as allowing you to view schedule changes online and accepting the changes if they looked OK (I think that fantastic update lasted a month or so and then got killed off iirc).
Between the search and change functionality that's only gotten worse over the past few years, issues with phantom availability with what feels like the majority of partners, and lack of self service booking management, the lack of investment into the customer experience is really showing.
But sure, give us a new look booking engine...