Frustrating CO agent
 

I called Continental to change the domestic portion of an upcoming international flight.

Response: I have to re-ticket the whole reservation. The new fair will be $4,400. (the old fair was $1800).

I called back. The second agent put me on hold, detached the domestic portion, changed it, then re-attached it. Total price: $200.

While I know this isn't the case, it's difficult not to feel like I'm dealing with an insurance company where they first try to see if they can screw you.. and if that doesn't work, they work with you.

The first agent was strictly following the rules and/or inexperienced and/or lazy. They probably didn't know how to detach the domestic portion and maybe even had never heard of doing this.

The second agent was probably much more experienced and was able to find you a much better solution.

This happens in all lines of work. I once had an insurance agent save me a $100 on my car insurance by changing the way my policy was entered into the computer (same coverage). The previous 3 agents had never suggested it. I asked him and he said that most agents don't know about this.

I agree. I've had a situation where I had to change my flights and the two agents who helped me were great. The first one admitted she didn't know what to do and got her supervisor while I was still on the phone. Compared to AA & USAir...CO's customer service is awesome.