Originally Posted by
PAL62V
But for any regular passenger, trying to deal with a CS person who is not only clueless, but panics, accuses the pax of not closing the booking (I did, for the record, close the app when she asked), and then almost ruins the booking? That is simply wrong and these staff have no place doing the jobs they are being paid to do.
Having a booking "open" in the app, or on the website, should not prevent an agent amending it. It's yet another sign of a poorly-designed system.