Originally Posted by
goldengate
Very helpful - thanks all! I am dreading this phone call... I hope their customer service experience has improved in the 12 months since I last called them....
When this has happened to me (twice this year) I found that bringing the phone agent precisely the alternatives I wanted -- flight numbers, departure times, seat avails confirmed per ExpertFlyer before ringing -- made things go remarkably better. The agents are rewarded for getting you off the line with speed, and you are thereby helping them do it.