A Computer Glitch: When Flex Isn’t So Flex
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Original Poster




Join Date: Sep 2017
Programs: TK E+, RJ S, AZ E
Posts: 1,884
A Computer Glitch: When Flex Isn’t So Flex
I had a Flex Plus booking with a transit on the outbound and a stopover of a few days on the inbound at DXB.
I wanted to arrive in DXB a few days earlier to have more time in Dubai.
When I tried to make the change on the website, the system asked for an additional $150 per person. That seemed odd, because when I checked the itinerary using a dummy reservation, there was no change in price.
I called the EK call center, and the agent quoted the same price. I tried to explain that there shouldn’t be a price difference, but he insisted it had something to do with “married segments”—that entering DXB earlier affects the pricing of the outbound from DXB. My attempts to explain that a Flex Plus ticket shouldn’t incur additional costs unless there’s a fare difference didn’t help.
I was about to HUCA, but something the agent said about one segment influencing the other made me think I should try changing both segments at once, not just one.
So I did. I asked the system to move both segments to a day later than my intended new dates. It worked—no extra charge. Then I moved them again to my preferred earlier dates, and again, there was no extra charge.
Since we’re a party of several people, I ended up saving a few hundred dollars.
I wanted to arrive in DXB a few days earlier to have more time in Dubai.
When I tried to make the change on the website, the system asked for an additional $150 per person. That seemed odd, because when I checked the itinerary using a dummy reservation, there was no change in price.
I called the EK call center, and the agent quoted the same price. I tried to explain that there shouldn’t be a price difference, but he insisted it had something to do with “married segments”—that entering DXB earlier affects the pricing of the outbound from DXB. My attempts to explain that a Flex Plus ticket shouldn’t incur additional costs unless there’s a fare difference didn’t help.
I was about to HUCA, but something the agent said about one segment influencing the other made me think I should try changing both segments at once, not just one.
So I did. I asked the system to move both segments to a day later than my intended new dates. It worked—no extra charge. Then I moved them again to my preferred earlier dates, and again, there was no extra charge.
Since we’re a party of several people, I ended up saving a few hundred dollars.

