Time to reissue changed award ticket
Apr 28, 2017, 1:00 pm
#1
Original Poster
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Time to reissue changed award ticket
Just changed an award ticket routing on AA, my flight is 5/6. They said it could take 5 business days to reissue the ticket? That is kind of cutting it close, is there really nothing I can do than just wait? It seems there is no direct contact with the ticketing department from customers or even agents.
Apr 28, 2017, 1:06 pm
#2
Join Date: Mar 2014
Posts: 124
Once your booking requires manual intervention for re-ticketing, it'll go into a queue that's processed according to flight date. There's generally no way to speed that up, except that if it's gets to 48 hours before departure and you're still not ticketed, you can ask one of the service centres to call through to the ticketing team and do it while you're on the phone.
Hopefully that won't be needed, but sometimes bookings have been known to fall through the cracks, and doing it on the phone is less stressful than turning up at the airport counter without a ticket.
Hopefully that won't be needed, but sometimes bookings have been known to fall through the cracks, and doing it on the phone is less stressful than turning up at the airport counter without a ticket.
Apr 28, 2017, 1:08 pm
#3
Join Date: May 2010
Location: Oxon, UK
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Lots of threads on here about reticketing. General advice seems to be that they prioritise as the departure date draws near. If it is not done 48 hours before departure phone to discuss but not much point in doing so earlier.
Apr 28, 2017, 1:10 pm
#4
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
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On the 6 May? Yes, hopefully it will be quicker, but it sounds like your booking has been placed in the manual queue rather the automated queue: this typically happens if you change an existing booking to such an extent that it loses the chance of automation.
The back office constantly prioritises its workload according to the date of departure, and so you should already be fairly high up the list in that respect. So it could be ticketed within a day or two. Particularly if there aren't too many irrops. Luckily routine ticketing requests will go down over this weekend, business will be on holiday in much of the world. And yes, at this stage the contact centre agents cannot contact the back office - indeed it would obviously be counterproductive if they kept being disturbed by telephone calls from people trying to jump the queue.
However you're right to monitor this. If, at 48 hours before travel, you have not been reticketed then call again: bookings sometimes get put into the wrong priority channel and it gets overlooked. At that point you can stay on the line until it is done.
The back office constantly prioritises its workload according to the date of departure, and so you should already be fairly high up the list in that respect. So it could be ticketed within a day or two. Particularly if there aren't too many irrops. Luckily routine ticketing requests will go down over this weekend, business will be on holiday in much of the world. And yes, at this stage the contact centre agents cannot contact the back office - indeed it would obviously be counterproductive if they kept being disturbed by telephone calls from people trying to jump the queue.
However you're right to monitor this. If, at 48 hours before travel, you have not been reticketed then call again: bookings sometimes get put into the wrong priority channel and it gets overlooked. At that point you can stay on the line until it is done.
Apr 28, 2017, 1:32 pm
#5
Original Poster
Join Date: Aug 2011
Programs: Marriott Gold, Hilton Diamond, Radisson Rewards Gold, Best Western Diamond Select
Posts: 1,856
On the 6 May? Yes, hopefully it will be quicker, but it sounds like your booking has been placed in the manual queue rather the automated queue: this typically happens if you change an existing booking to such an extent that it loses the chance of automation.
The back office constantly prioritises its workload according to the date of departure, and so you should already be fairly high up the list in that respect. So it could be ticketed within a day or two. Particularly if there aren't too many irrops. Luckily routine ticketing requests will go down over this weekend, business will be on holiday in much of the world. And yes, at this stage the contact centre agents cannot contact the back office - indeed it would obviously be counterproductive if they kept being disturbed by telephone calls from people trying to jump the queue.
However you're right to monitor this. If, at 48 hours before travel, you have not been reticketed then call again: bookings sometimes get put into the wrong priority channel and it gets overlooked. At that point you can stay on the line until it is done.
The back office constantly prioritises its workload according to the date of departure, and so you should already be fairly high up the list in that respect. So it could be ticketed within a day or two. Particularly if there aren't too many irrops. Luckily routine ticketing requests will go down over this weekend, business will be on holiday in much of the world. And yes, at this stage the contact centre agents cannot contact the back office - indeed it would obviously be counterproductive if they kept being disturbed by telephone calls from people trying to jump the queue.
However you're right to monitor this. If, at 48 hours before travel, you have not been reticketed then call again: bookings sometimes get put into the wrong priority channel and it gets overlooked. At that point you can stay on the line until it is done.
May 3, 2017, 10:12 am
#7
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May 3, 2017, 10:48 am
#8
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
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May 3, 2017, 12:20 pm
#9
Join Date: Jan 2015
Posts: 87
When this happened to me, with a flight changed a month ago and still not ticketed at T-48, I called up and at first I was told there was nothing the agent could do, and I had nothing to worry about(!!)
I had to hang up and call back, got a more helpful agent who indeed contacted another department to get it reticketed on the phone. This process took the best part of an hour by the time I had held to begin with, and then waited for the glacial pace of the ticketing department.
Since then I avoid manual reticketing at all costs, which is hard given BAs incredibly poor online tools.
All in in all very frustrating but I suppose should be factored into the "cost" of a manual change.
I had to hang up and call back, got a more helpful agent who indeed contacted another department to get it reticketed on the phone. This process took the best part of an hour by the time I had held to begin with, and then waited for the glacial pace of the ticketing department.
Since then I avoid manual reticketing at all costs, which is hard given BAs incredibly poor online tools.
All in in all very frustrating but I suppose should be factored into the "cost" of a manual change.
May 3, 2017, 12:24 pm
#10
Original Poster
Join Date: Aug 2011
Programs: Marriott Gold, Hilton Diamond, Radisson Rewards Gold, Best Western Diamond Select
Posts: 1,856
When this happened to me, with a flight changed a month ago and still not ticketed at T-48, I called up and at first I was told there was nothing the agent could do, and I had nothing to worry about(!!)
I had to hang up and call back, got a more helpful agent who indeed contacted another department to get it reticketed on the phone. This process took the best part of an hour by the time I had held to begin with, and then waited for the glacial pace of the ticketing department.
Since then I avoid manual reticketing at all costs, which is hard given BAs incredibly poor online tools.
All in in all very frustrating but I suppose should be factored into the "cost" of a manual change.
I had to hang up and call back, got a more helpful agent who indeed contacted another department to get it reticketed on the phone. This process took the best part of an hour by the time I had held to begin with, and then waited for the glacial pace of the ticketing department.
Since then I avoid manual reticketing at all costs, which is hard given BAs incredibly poor online tools.
All in in all very frustrating but I suppose should be factored into the "cost" of a manual change.
Aug 19, 2017, 11:01 am
#12
Join Date: Mar 2005
Location: Rancho Mirage, CA
Programs: Marriott Lifetime Titanium
Posts: 322
Price change from original reservation
I just went through this but didn't see my particular issue raised before.
I had added an extra leg (Lhr-Glasgow) to an Avios and cash ticket (Sna-Lhr) about 8 months ago. Didn't get ticketed until t-24 after a numbered of calls back and forth asking for my credit card code. It was the last call that surprised me. An agent that I could barely understand called to say that they couldn't ticket the added leg until I agreed to the new price that had gone up significantly from what I had originally been quoted. In no mood to mess with it at this late point, I agreed.
Is this standard? Shouldn't they have gone with my original quote as it's not my fault they delayed ticketing.
I had added an extra leg (Lhr-Glasgow) to an Avios and cash ticket (Sna-Lhr) about 8 months ago. Didn't get ticketed until t-24 after a numbered of calls back and forth asking for my credit card code. It was the last call that surprised me. An agent that I could barely understand called to say that they couldn't ticket the added leg until I agreed to the new price that had gone up significantly from what I had originally been quoted. In no mood to mess with it at this late point, I agreed.
Is this standard? Shouldn't they have gone with my original quote as it's not my fault they delayed ticketing.
Aug 19, 2017, 11:44 am
#13
Join Date: Jul 2015
Location: London
Programs: BA GGL / GfL
Posts: 3,257
I just went through this but didn't see my particular issue raised before.
I had added an extra leg (Lhr-Glasgow) to an Avios and cash ticket (Sna-Lhr) about 8 months ago. Didn't get ticketed until t-24 after a numbered of calls back and forth asking for my credit card code. It was the last call that surprised me. An agent that I could barely understand called to say that they couldn't ticket the added leg until I agreed to the new price that had gone up significantly from what I had originally been quoted. In no mood to mess with it at this late point, I agreed.
Is this standard? Shouldn't they have gone with my original quote as it's not my fault they delayed ticketing.
I had added an extra leg (Lhr-Glasgow) to an Avios and cash ticket (Sna-Lhr) about 8 months ago. Didn't get ticketed until t-24 after a numbered of calls back and forth asking for my credit card code. It was the last call that surprised me. An agent that I could barely understand called to say that they couldn't ticket the added leg until I agreed to the new price that had gone up significantly from what I had originally been quoted. In no mood to mess with it at this late point, I agreed.
Is this standard? Shouldn't they have gone with my original quote as it's not my fault they delayed ticketing.
Pilot37
Aug 19, 2017, 11:57 am
#14
Join Date: Mar 2005
Location: Rancho Mirage, CA
Programs: Marriott Lifetime Titanium
Posts: 322
I can't remember what my original quote was and again it was hard to understand him, but it sounded like either $32 or $232.
Aug 19, 2017, 2:51 pm
#15
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
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I really don't see the point in paying extra unless there is some other complication involved (eg waiting for a quote before confirming). I would ring back and see exactly what has happened here, and if they won't budge, ask them to put a comment in the PNR for you to pursue later. Unless there is something else involved here, this is a mistake, and you should have asked to speak to someone you could understand more clearly.