A bad apple and the outcome
Jun 23, 2015 | 9:42 am
#1
Original Poster
Join Date: Nov 2007
Location: KYE
Posts: 4,153
A bad apple and the outcome
A friend for whom I booked an AU-SD flight decided to return early, asked me to change his booking being in a remote area without a reliable connection.
So here goes:
I tried changing the booking online but it gave an error at the first page stating other non-flight components are booked and to call EK.
Upon calling EK, I got this interesting agent. I explained what's needed.
He first said he cannot change this booking because it's departing SD*. I pointed out this is a return component, and so it's an AU issued ticket.
He then proceeded to look for flights on the wrong date despite me having specified the day and date, and gave me this ridiculous fare difference (think almost 50% of the fare paid, and that was a flex ticket nonetheless!).
I pointed out that the date he was looking at is wrong. He then searched for the correct date. Now I had checked on EF and on EK website prior to calling and was able to see wide availability on EK408, which I specifically requested.
He came back with the same itinerary as per wrong date. I asked what about EK408? he said, no seats available*! So I asked, will STPC be provided? he replied, yes* because the booking satisfies the STPC condition of 9 hours*! The fare difference came to 40 dollars plus the change fee.
Based on that, I gave him my credit card details and got the updated ticket. I asked, could you while at it book the STPC, he said, the booking is not eligible*! I asked but hang on, KRT-DXB arrives around midnight, then DXB-MEL takes off at past 10AM, he said no* the KRT-DXB flight gets in at 1:20AM* and then needs to wait* for check in to open* which is at 7:10AM* so it's less than 6 hours difference* and that's far less than the 9 hours minimum*.
I got fed up with the lies. I thanked him and hung up.
I waited few minutes, gathered my thoughts then called back. I got a super friendly local agent. I explained to him what happened, highlighted how that agent lied to me several times and that he should be either disciplined or fired for not bothering to do this job or caring about being accurate, I mean he didn't even bother to look up for the specific flights and chose to pick up whatever comes up while insisting no seats were available.
The agent took all this down, said he's sorry that I had to go through this. He also asked me what sort of outcome I was after, I asked for EK408 as per the initial request. He told me someone will look into it, review the phone call and get a resolution. He said if I don't hear back within 24 hours to call back - but should definitely get a reply sooner and if not resolved will get a call.
Less than 2 hours later, in comes the updated ticket. ^^
Moral of the story: if you get a bad apple, record the name of the agent and report them. Don't take their ignorant no's for granted.
* that's a lie. Some are blatant and downright insulting. And I know STPC is 8 hours minimum for Y and that my friend's booking shouldn't be eligible if he was to stay on EK406.
So here goes:
I tried changing the booking online but it gave an error at the first page stating other non-flight components are booked and to call EK.
Upon calling EK, I got this interesting agent. I explained what's needed.
He first said he cannot change this booking because it's departing SD*. I pointed out this is a return component, and so it's an AU issued ticket.
He then proceeded to look for flights on the wrong date despite me having specified the day and date, and gave me this ridiculous fare difference (think almost 50% of the fare paid, and that was a flex ticket nonetheless!).
I pointed out that the date he was looking at is wrong. He then searched for the correct date. Now I had checked on EF and on EK website prior to calling and was able to see wide availability on EK408, which I specifically requested.
He came back with the same itinerary as per wrong date. I asked what about EK408? he said, no seats available*! So I asked, will STPC be provided? he replied, yes* because the booking satisfies the STPC condition of 9 hours*! The fare difference came to 40 dollars plus the change fee.
Based on that, I gave him my credit card details and got the updated ticket. I asked, could you while at it book the STPC, he said, the booking is not eligible*! I asked but hang on, KRT-DXB arrives around midnight, then DXB-MEL takes off at past 10AM, he said no* the KRT-DXB flight gets in at 1:20AM* and then needs to wait* for check in to open* which is at 7:10AM* so it's less than 6 hours difference* and that's far less than the 9 hours minimum*.
I got fed up with the lies. I thanked him and hung up.
I waited few minutes, gathered my thoughts then called back. I got a super friendly local agent. I explained to him what happened, highlighted how that agent lied to me several times and that he should be either disciplined or fired for not bothering to do this job or caring about being accurate, I mean he didn't even bother to look up for the specific flights and chose to pick up whatever comes up while insisting no seats were available.
The agent took all this down, said he's sorry that I had to go through this. He also asked me what sort of outcome I was after, I asked for EK408 as per the initial request. He told me someone will look into it, review the phone call and get a resolution. He said if I don't hear back within 24 hours to call back - but should definitely get a reply sooner and if not resolved will get a call.
Less than 2 hours later, in comes the updated ticket. ^^
Moral of the story: if you get a bad apple, record the name of the agent and report them. Don't take their ignorant no's for granted.
* that's a lie. Some are blatant and downright insulting. And I know STPC is 8 hours minimum for Y and that my friend's booking shouldn't be eligible if he was to stay on EK406.
Jun 24, 2015 | 2:05 am
#3
Join Date: Oct 2011
Posts: 454
Interesting.
We usually book EK408 when going GLA-MEL and have that booked for next visit. When combined with the lunchtime EK28 from GLA it gives a few hours in DXB and 3 x 7 hr flights with a brief touchdown in KUL and no need to do a 14 hour flight on the A380!
We usually book EK408 when going GLA-MEL and have that booked for next visit. When combined with the lunchtime EK28 from GLA it gives a few hours in DXB and 3 x 7 hr flights with a brief touchdown in KUL and no need to do a 14 hour flight on the A380!