Why can’t CSR see award flights?
Feb 18, 2021, 1:06 pm
#1
Original Poster
Join Date: Feb 2003
Location: Southern Europe/USA
Posts: 661
Why can’t CSR see award flights?
Relative rescheduling a TATL award flight that had been cancelled was told by the AA CSR that she could not see the desired itinerary found on aa.com. Had to book and hold, giving the CSR the new Locator code. Then she was able to move the old itinerary to the new one.
Why can’t AA CSRs see what’s on aa.com?
Why can’t AA CSRs see what’s on aa.com?
Feb 18, 2021, 1:11 pm
#2
Join Date: Jul 2001
Programs: AA EP
Posts: 2,203
No big deal. Happens. Most of the time I have found that the agent wasn’t doing the correct input. Ie, selecting a specific carrier to do the search.
Relative rescheduling a TATL award flight that had been cancelled was told by the AA CSR that she could not see the desired itinerary found on aa.com. Had to book and hold, giving the CSR the new Locator code. Then she was able to move the old itinerary to the new one.
Why can’t AA CSRs see what’s on aa.com?
Why can’t AA CSRs see what’s on aa.com?
Feb 18, 2021, 1:13 pm
#3
FlyerTalk Evangelist
Join Date: Feb 2001
Location: RDU <|> MMX
Programs: AA EXP 2MM, SK EBS
Posts: 12,453
One particular agent not being able to find a certain award flight, fare, itinerary, routing, rule, etc. is a tale as old as time.
Agents have varying degrees of experience, training, wherewithal, some are great, some aren't, some don't have a clue. As usual, HUCA and don't waste another breath on it.
Agents have varying degrees of experience, training, wherewithal, some are great, some aren't, some don't have a clue. As usual, HUCA and don't waste another breath on it.
Feb 18, 2021, 2:52 pm
#4
Join Date: Aug 2012
Posts: 22
We agents have no access to award availability except our own; but we can’t book that either . All award bookings must be done on website or reservations . We can’t pull miles from an account. Just too complicated, better left to rez agents that know how