So like many of you, I called in. Usually they'll say something along the lines of

[Welcome to Air Canada, It's [xxx] speaking, can I help you?]

My reply usually is...

[Can I please give you a PNR?, followed by the PNR]

Half the time they'll go..."what's the last name on the reservation?" and another half of the time they'll go "Mr Penguin?" in which case I'll reply..."yes"

So the problem I have with this is much more than inconsistency. I always phonetically spell the alphabet, by this I mean "Alpha Bravo etc etc etc". I could have just made a change to someone else's PNR until they brought up "party of three" on my most recent call after I had inquired about a flight change.

Uhh...

security risk here?? Surely they should ASK, and not tell me the name on the PNR, no?

I thought they usually ask verification questions before they continue...

or, maybe you're just special in their eyes...

I have similar experiences. Sometimes they ask my name, sometimes they tell me my name.

Yes there's a risk and no the industry doesn't really consider it to a risk.

As far as the industry is concerned, the PNR is a password, hence you know the password - you must know what's going on and be authorized to discuss the ticket.

As long as one of the names associated to the PNR is calling in - then generally, all is considered to be above board.

Cue: Officer Barbrady.

Me: Hi, I have a booking reference: alpha bravo charlie one two three
AC: For John Smith?
Me: Yes

How do they know it's John Smith calling in?

This is exactly what happens most of the times I call in. It's definitely crossed my mind that it really isn't the most secure way to deal with airline reservations...

What's with these constant paranoid-make-up-problem threads, especially on the AC board. Hur-dur boarding priority, flip-flap SE line, dip-slap yucky tongs. Some people really need to chill. Have you every been a victim of PNR manipulation? NO, ok move along. What do you think a potential abuse of this would be, your wife cancelling your morning flight because you couldn't agree on what show to watch? Name changes are impossible, and PNR's are usually only known by an intimate circle of family/close colleagues. Perhaps you should move down south and experience true 24/7 red alert paranoia. Most people don't bear malicious thoughts like screwing up your trip for no reason.

I've never been a victim of credit card fraud, either (*knocks on wood*). Should I write my PIN number on a post-it note and leave it with my credit card? Didn't think so.

Whether through malicious intent, an honest mistake or an incompetent agent, a PNR can be manipulated because the agent doesn't always take the time to positively identify the caller. That's the whole point of this thread and it's certainly one that's worthy of discussion IMO.

Feel free to agree, disagree or simply "chill" out and read a different thread.

They don't which is why I answered yes to the risk question, but as far as the industry is concerned, knowing the PNR is enough.

I don't agree with this, but it is the way it is.

You wanna change it, take the issue up with these fine folks.

Partially agreed that maybe there is some paranoia but the concern is still legitimate albeit most likely rare as you point out.

Best course of action is that if you don't like a thread is to just ignore it and don't post in it.

John Smith doesn't have to be calling in.
Last week I booked a reservation for a female friend and child. I called in to make a change to their routing. I gave the PNR, they mentioned the last name of the pax, I agreed. We did the change and the call was over.
No questions as to why my voice didn't match either passenger.

As I know the correct way to word a call, I get tasked with this often. I've called in, pretended to be the male passenger. Made the appropriate changes and all is good.

I have called in to make changes on a colleague's ticket simply by stating the locator. No problems at all.

(in case for those who were wondering, the colleague asked me for assistance to do this so I obliged)

I'm glad I read this before posting my "EMERGENCY!!!! DEVALUATION!!! NO RIMMED CAESAR GLASSES IN THE MLL!!!!!" thread.

(I still miss them, though.)

I think the real question is: If someone calls under false pretences to make a change, or cancel a booking, who is ultimately responsible?

Lets say, as an example, I post my PNR info on the AC FB page (as I have seen done many times*). Somebody decides they will call up AC and cancel my reservation, for poops and giggles**

I then show up for my flight and guess what. Mr. X, your reservation was cancelled.

So my question is: is it like a credit card, where the merchant is responsible for confirming the identity of the PNR holder, or is it the flyers' responsibility to keep their PNR information private?

*Yes, this is a stupid thing to do, but the world won't be free of idiots anytime soon, so just roll with it
** See above comment *.

I think the latter...

So its the responsibility of the flyer...

If you think about it...if someone knows your AE number or last name (which in your case its easy), one could even move your seat to a crappy one in the back...

(AE # for olci or last name for manage online bookings online)