Originally Posted by
littlevoices
Anyone aware of any customer driven escalation route that is available? I am currently on a 4 long phone calls / 2 hours of time to try to do a change of date for a flight in a couple of weeks. Each time I've gotten the Philippines call centre, they have always tried to be helpful but the system says no, and the "escalation" route via some "travel support" doesn't appear to be working - one thirty minute call was literally the PH agent saying "I'm waiting for them to type back" before my call was auto-ended, presumably due to too much silence.
(The last agent said the reason they couldn't help is as the system said that the price was now lower so it throws an error and they weren't authorised to issue a refund, and I don't want a refund, just the ticket change)
Note: This is the last segment on my RTW ticket and am starting to run short of time to fix it.
Edit, I decided to escalate via Facebook Messenger -> I got a very rapid response that acknowledged the ask, and then it took about 16 hours to fix, but this appears to be the best route about a week before the original flight. It was far smoother than going via the call centre (or, giving them the benefit of the doubt, the call centre notes were effective enough to let them route it to someone who was able to properly fix it)
I'm glad I popped back into this thread. I've been having a very similar issue getting some date changes (longer post in the OneWorld forum about it hoping to get some RTW warrior and travel agent advice) done on my final few RTW segments too. Finally yesterday I messaged their Twitter team (presumably the same people who do FB Messenger). They did reply with an apology. Asked for my information and said they'd get back to me. I sent that over 24 hours ago and haven't heard a peep back yet so was thinking it might be a dead avenue as well. Fingers crossed maybe they just need someone of higher power on Monday and will get back to me tomorrow. I had kind of given up after the lack of reply after I sent my details, so this thread gives me some hope it'll actually get handled finally.
Interesting too what you said about the call center mentioning the pricing issue. I didn't change anything but dates and times on mine but running into them claiming 'pricing error' so can't process the changes. Wonder if an airport tax or something has changed since this issued and throwing the error? Who knows with them, I know I'll never allow a RTW to be ticketed with them again.