Originally Posted by BNELHR;35525690
In short, it was [i

incredibly[/i] painful - only go through CX if you have time on your hands and access to a good CX agent. Here is my experience:Ineptitude / Internal Politics: It was confirmed to me that the (internal CX) "Oneworld desk" still exists. But customers are not allowed to speak directly to them. The instruction from the desk is that, if a customer requests an RTW ticket, CX Global Contact Centre personnel are to use the OW online RTW tool to check availability and price xONEx tickets. As we all know, that is rubbish so, correspondingly, GCC agents typically tell you that a valid itinerary is invalid because of bugs in the tool. I had to really push them to prove that my routing was valid before they would escalate to the Oneworld desk for manual approval; I was able to do this by giving them my Amadeus PNR for the same routing made through AA RTW desk (and which AA had rated so I could handover the pricing too for them to verify). GCCs can, at least, hold inventory pending Oneworld desk approval, but they are unable to price until manually approved by Oneworld desk if the agent can't price it through the OW online RTW tool.