agent "can't see flight" problem...
Dec 18, 2013, 1:10 pm
#1
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Join Date: Dec 2010
Posts: 1,161
agent "can't see flight" problem...
Is there any recommended fix for this currently (I am attempting hangup and call again, but would like to coach the next agent if necessary).
Showing a Lufthansa short haul flight in Europe, and I'm trying to change the tail end of an existing ticket to tag it on, seems to be available and bookable on the website in both economy and business, direct on two different flights. As well as a dozen different connections.
Agent "can't see" anything in either business or economy, just a single connection via Austrian with a long overnight wait in the airport. Obviously not so useful. She said she also tried to "get it directly" but still "can't see" it.
Any recommendations on telling them what to try?
It doesn't seem to be the phantom availability thing on LH (I think) though these are mostly LH. I can go right through on the website to booking it as part of a round trip.
Showing a Lufthansa short haul flight in Europe, and I'm trying to change the tail end of an existing ticket to tag it on, seems to be available and bookable on the website in both economy and business, direct on two different flights. As well as a dozen different connections.
Agent "can't see" anything in either business or economy, just a single connection via Austrian with a long overnight wait in the airport. Obviously not so useful. She said she also tried to "get it directly" but still "can't see" it.
Any recommendations on telling them what to try?
It doesn't seem to be the phantom availability thing on LH (I think) though these are mostly LH. I can go right through on the website to booking it as part of a round trip.
Dec 19, 2013, 11:25 am
#2
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Original Poster
Join Date: Dec 2010
Posts: 1,161
OK, I solved this one, on the second call-in I heard the agent saying the airport code to herself. City with two airports and they were using the domestic airport rather than the international.
So... there's the hint then, if an agent can't "see" the flight that you can see just fine on the website, you may both be on the same city but different airport codes. Pretty obvious in hindsight.
So... there's the hint then, if an agent can't "see" the flight that you can see just fine on the website, you may both be on the same city but different airport codes. Pretty obvious in hindsight.
Dec 19, 2013, 12:58 pm
#3
Join Date: Jun 2013
Location: YKF
Programs: AC SE100K
Posts: 82
OK, I solved this one, on the second call-in I heard the agent saying the airport code to herself. City with two airports and they were using the domestic airport rather than the international.
So... there's the hint then, if an agent can't "see" the flight that you can see just fine on the website, you may both be on the same city but different airport codes. Pretty obvious in hindsight.
So... there's the hint then, if an agent can't "see" the flight that you can see just fine on the website, you may both be on the same city but different airport codes. Pretty obvious in hindsight.
... is why I always say the airport code (in pilot speak) over the phone.