Account Verification Request Email [Account Audit]
Feb 29, 2016, 6:57 am
#16
Join Date: Mar 2014
Programs: BA Gold, A3 Gold
Posts: 163
And then, when the OP explained the concept of time difference to them - instead of covering their faces in embaressment - they requested further documentation from him instead of just checking the ticket. This episode should be reviewd by the competent supervisor IMHO.
Feb 29, 2016, 7:03 am
#17
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,476
While I agree in general, what A3 did here is just a joke. An airline employee should know that there are time differences and threatening to close the OP's account within 5 days when a simple search on NH's website or indeed the ticket would have cleared things up is simply unnacaptable and outright rude IMHO.
And then, when the OP explained the concept of time difference to them - instead of covering their faces in embaressment - they requested further documentation from him instead of just checking the ticket. This episode should be reviewd by the competent supervisor IMHO.
And then, when the OP explained the concept of time difference to them - instead of covering their faces in embaressment - they requested further documentation from him instead of just checking the ticket. This episode should be reviewd by the competent supervisor IMHO.
The fact that the all-clear arrived three minutes after submission of the boarding passes suggests someone suddenly realised their department had dropped a massive ball and was doing their very best to cover up.
It's absolutely shameful that the OP was more than inconvenienced in this charade - a conversation about the time difference should have been the end of the matter, even if it erroneously had reached that stage. I think I'd have been a little less co-operative, frankly.
Feb 29, 2016, 7:19 am
#18
Join Date: Jun 2006
Posts: 5,895
I think the more level headed and correct way to do things is to co-operate and then when it is sorted which now it seems it has been would be to make a formal complaint and make sure it gets to a manager. Not co-operating may have indeed lead to an account being shut and caused more of a headache. ^
Feb 29, 2016, 7:37 am
#19
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,476
I think the more level headed and correct way to do things is to co-operate and then when it is sorted which now it seems it has been would be to make a formal complaint and make sure it gets to a manager. Not co-operating may have indeed lead to an account being shut and caused more of a headache. ^
I'd certainly, given the nature of the snafu, be complaining early on as well, not after resolution.
Feb 29, 2016, 7:49 am
#20
Join Date: Jun 2006
Posts: 5,895
You provide all you have and if the person concerned was not having any of it then you would raise the bar and demand a manager. Usually things can be worked out. The fact the OP had the documents requested resolved it quicker. Had he genuinely not had them then it would have moved to a new level.
Personally had he not have had them so could not provide them I think they would have had to come to another solution. Had the agent not budged then that is the time to start threatening Facebook and Twitter action.
Personally had he not have had them so could not provide them I think they would have had to come to another solution. Had the agent not budged then that is the time to start threatening Facebook and Twitter action.
Feb 29, 2016, 8:01 am
#21
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,476
. In fairness, it's not a bad standard e-mail, which is much less threatening than those sent by AA, for example - but the handling afterwards is just utterly unprofessional and downright customer unfriendly.
Feb 29, 2016, 12:12 pm
#22
Join Date: Oct 2012
Location: PAS, Paros Greece
Programs: A3 *G
Posts: 1,372
I actually had said "I don't know if I have my boarding passes anymore," and he said something along the lines of "we need the boarding passes to validate it. If you don't have it you have to send us as much information as you can." He later also said the ticketing receipt wouldn't suffice... until I realized I actually kept all the boarding passes in the side pocket of my laptop bag.
In this situation, with all the flights on one PNR it's ridiculous that they even got as far as sending you the initial email.
Feb 29, 2016, 12:34 pm
#23
Join Date: Jun 2006
Posts: 5,895
How can A3 access the PNR of another airlines system? Sadly it does not work like that. If it was an A3 PNR then they surely could but not all Star members share one big reservations GDS. If only it were that simple.
I am sure a screenshot of a MBP would suffice too. I always keep mine in Passbook so that gets around the issue.
Feb 29, 2016, 1:23 pm
#24
Suspended
Join Date: Jul 2014
Location: MAN,TLV
Programs: Silver:BA,VX,AB, QF. Gold:A3,RJ,AZ,GF, EY,SPG,Marriott,Choice, Carlson. Dia/Plat:HH,IHG,BW,Accor
Posts: 1,965
And I think that once the entire ticket has been flown, the PNR dies shortly after.
Feb 29, 2016, 1:37 pm
#25
Join Date: Jun 2006
Posts: 5,895
It does indeed but for certain purposes it can be retrieved. There are some data protection restrictions where it is not ''supposed'' to be retrieved but can be for certain disputes. Usually it can be requested then comes back into the live system after 24 hours. Of course it depends on the system being used.
Feb 29, 2016, 1:46 pm
#26
FlyerTalk Evangelist
Join Date: Nov 2002
Location: Chilling with penguins
Posts: 13,043
Most airlines' systems allow "easy" access to PNRs up to 30 days after the last segment is flown. A "more super" user has access to the global database of ticket numbers up to 30 days after the last segment was flown.
Feb 29, 2016, 3:55 pm
#27
Join Date: Mar 2014
Programs: BA Gold, A3 Gold
Posts: 163
How can A3 access the PNR of another airlines system? Sadly it does not work like that. If it was an A3 PNR then they surely could but not all Star members share one big reservations GDS. If only it were that simple.
I am sure a screenshot of a MBP would suffice too. I always keep mine in Passbook so that gets around the issue.
I am sure a screenshot of a MBP would suffice too. I always keep mine in Passbook so that gets around the issue.
Instead of threatening the FFP to close his account within 5 days, the A3 people could have checked the database manually and - if no other means are available to them - verify the validity of this itinerary on NH's public website. It's not rocket science.
Feb 29, 2016, 7:47 pm
#29
FlyerTalk Evangelist
Join Date: Aug 2014
Programs: Top Tier with all 3 alliances
Posts: 11,666
The fact that is worrying about this is the threat to shut down account and cancel all ticketed bookings within 5 days, if the OP didn't respond, especially for something dumb like this. What if the OP had missed the email?
I would like to think that they would have the common sense to try to reach him again, but after this I am not so sure about their common sense, either.
I would like to think that they would have the common sense to try to reach him again, but after this I am not so sure about their common sense, either.
Mar 1, 2016, 2:59 am
#30
Join Date: Jun 2006
Posts: 5,895
Star Alliance uses a common database to distrubute miles through all member's programs. The operating carrier feeds the data needed for milage accural into the database and it is the responsibility of every FFP to periodically fetch the data for their FFP fom the database an allocate the miles to individual accounts.
Instead of threatening the FFP to close his account within 5 days, the A3 people could have checked the database manually and - if no other means are available to them - verify the validity of this itinerary on NH's public website. It's not rocket science.
Instead of threatening the FFP to close his account within 5 days, the A3 people could have checked the database manually and - if no other means are available to them - verify the validity of this itinerary on NH's public website. It's not rocket science.