HUACA logging
 

Being an old timer here, I am aware of the sage old advice of if you don't get your way the first time (but believe you are legitimately correct), you should hang up and call again to get a different agent.

I understand that and have done it myself.

Perhaps, this is an insider question....is every call you made into res logged and notated on your PNR? That is, would an agent know that you just called 5 minutes earlier to ask for some type of change or access to a given PNR?

My take on this is that any agent you speak with can notate the record with comments. The only time I have run into this problem is when challenging an agent on the issue or requesting to escalate. This is why it is paramount to hear their answer, politely accept it as fact, and end the call. When done this way, I find that the agent simply moves on to the next call without notating my account.

Nothing worse than hearing "869, you've already discussed this with another agent!"

So true.

I don't think the system associates particular calls to a particular PNR.

869 is right. Just politely hang up right away. This is for 2 reasons.
-First, agents are less likely to notate your record because they think it's less of an issue
-Agents actually get less post-call processing time when the calls are very short, so they may not even have time to write in notes before they have to take another call.

The fact that you've called in is logged automatically. But, the reasons and the action taken are not unless the agent makes entries in the PNR notes.

Not only should you end calls which aren't going right, but do not lose your cool, do not insult agents, do not threaten to take your business or the $ Millions of business you say you control and the like with you and so on. It's one thing to call back and question a decision. It's another thing to expect to be treated civilly if you've insulted a colleague.

When you ask for something and the answer is "no" just say, "oh, thanks for your time. Have a good day....."

^ For all the second agent knows from the automated remark, the first call could've been dropped by accident.

Seconded ok being civil. A 10-minute rant will almost certainly be documented in the record.

Even worse is when this happens at the airport and personnel are more likely to know each other and/or see the transaction take place. Some time ago I saw a late passenger scream at and curse out an agent in two languages, then storm off. He came over to my counter quite contrite and apologetic requesting a waiver of a $1,000 fare difference on a voluntary change. Needless to say, the request was denied.

OTOH, there are times when you WANT the agent to note a conversation in your PNR. One time, there was a schedule change and the agent couldn't find a suitable schedule. She offered a refund, but I had to double-check the internet to make sure I could re-book the flight for a similar fare (back in the days of dial-up internet). I gave her several minutes to document the record and was extremely pleasant.

As it turned out, I rebooked my trip on another airline for less than I had paid originally. I called back and the agent had notated the PNR correctly (so my refund was processed).