Dave Noble

If this applies to this situation, this would only be applicable if the airline had already reissued the ticket. Until the ticket is issued, the transaction isn't complete.

ijgordon

Did you not even read the post you quoted?

Dave Noble

I did - and my point was that the transaction isn't complete until the ticket is issued. If the airline contacted the passenger before the re-issue and asked for payment, then this provision wouldn't be applicable

If the re-issue was complete, then I would be surprised if anyone would be then calling and indeed , if it was a US sale, then would think that this would be applicable

guv1976

Yes, and that's why I wrote what I wrote:

"Is the ticket for travel to or from the U.S.? If so, and if the ticket has already been reissued to reflect the flight change, this might be of interest to you."

(Emphasis added.)

Dave Noble

oops

HIDDY

Take your pick.

cheshirepete

The amount involved here would have been within the budget of the agent. Generally Fares/Ticketing would recheck any calculations given before reissue. The budget within each booking has to balance. If they notice a discrepancy it will be passed back to the agent to query. It may have been that they originally didn’t enter the balancing amount correctly, or Fares can also challenge if a freebie was offered. Although this is rare, and the agent or their supervisor would have to honour it anyhow if it was promised and accepted in the call, which can all be reviewed and played back. It can become more convoluted when a different agent then picks it up, especially if it then also involves a different call centre, who may have their own take on things, further confusing what the customer was originally told. Ultimately the notes from the original conversation would prevail, when escalated if necessary to a manager. Further confusing things, when the passenger originally accepted the change, the original flights would be removed before sending for re-issue. If the fare classes had then vanished from sale, it wouldn’t be possible to restore the original routing without then going thru another convoluted process of approaching a specialist team who deal with this. Again, agent error would prevail as they would have lost the original fare bucket. Often a situation like this which goes unnoticed usually when a passenger turns up at the airport not realising their ticket hasn’t actually been reissued, and then solving all the above with only hours to spare becomes very stressful!

No wonder this whole process can be confusing for the end customer!

THR

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