Phone Agents can (sometimes) change Delayed Flights
Jul 11, 2017, 4:08 pm
#1
Original Poster
Join Date: Jul 2013
Posts: 5,813
Phone Agents can (sometimes) change Delayed Flights
It has been said here many times the phone agents can't re-book flights.
That may be true in some cases but yesterday evening my wife (A- List Preferred) discovered her flight was at least 1:30 late and probably later. She called Southwest and got them to switch her to a flight the next morning. It turns out her flight ended up being 2:30 late arriving. This is the 6th or 7th time that particular flight has been seriously delayed due to weather in the last few months.
That may be true in some cases but yesterday evening my wife (A- List Preferred) discovered her flight was at least 1:30 late and probably later. She called Southwest and got them to switch her to a flight the next morning. It turns out her flight ended up being 2:30 late arriving. This is the 6th or 7th time that particular flight has been seriously delayed due to weather in the last few months.
Last edited by rsteinmetz70112; Jul 11, 2017 at 4:29 pm
Jul 11, 2017, 9:23 pm
#2
Join Date: Jul 2016
Posts: 58
It has been said here many times the phone agents can't re-book flights.
That may be true in some cases but yesterday evening my wife (A- List Preferred) discovered her flight was at least 1:30 late and probably later. She called Southwest and got them to switch her to a flight the next morning. It turns out her flight ended up being 2:30 late arriving. This is the 6th or 7th time that particular flight has been seriously delayed due to weather in the last few months.
That may be true in some cases but yesterday evening my wife (A- List Preferred) discovered her flight was at least 1:30 late and probably later. She called Southwest and got them to switch her to a flight the next morning. It turns out her flight ended up being 2:30 late arriving. This is the 6th or 7th time that particular flight has been seriously delayed due to weather in the last few months.
Original flight out of MDW was scheduled to depart at 8:00pm and was posted as delayed 1 hour. I called in at 1:30pm on the way to MDW asking to be changed to the 3:15pm flight. Took the agent about 5 minutes, and was re-booked and had the mobile boarding pass updated before I got off the phone. No problems at all.
Jul 12, 2017, 10:49 pm
#4
Join Date: Jan 2001
Location: Somewhere I've Driven To
Programs: HiltonHonors, IHG Hotels, DL Skymiles
Posts: 2,070
It has been said here many times the phone agents can't re-book flights.
That may be true in some cases but yesterday evening my wife (A- List Preferred) discovered her flight was at least 1:30 late and probably later. She called Southwest and got them to switch her to a flight the next morning. It turns out her flight ended up being 2:30 late arriving. This is the 6th or 7th time that particular flight has been seriously delayed due to weather in the last few months.
That may be true in some cases but yesterday evening my wife (A- List Preferred) discovered her flight was at least 1:30 late and probably later. She called Southwest and got them to switch her to a flight the next morning. It turns out her flight ended up being 2:30 late arriving. This is the 6th or 7th time that particular flight has been seriously delayed due to weather in the last few months.
I've been in this industry for 35+ years, worked for several airlines in Reservations and customer service and I don't know of any airline reservationists (phone agents) that cannot rebook flights (especially during irrops). ?? Totally confusing where you could have gotten that information from.
Jul 13, 2017, 12:29 am
#5
Join Date: Mar 2011
Posts: 6,286
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I've been in this industry for 35+ years, worked for several airlines in Reservations and customer service and I don't know of any airline reservationists (phone agents) that cannot rebook flights (especially during irrops). ?? Totally confusing where you could have gotten that information from.
I've been in this industry for 35+ years, worked for several airlines in Reservations and customer service and I don't know of any airline reservationists (phone agents) that cannot rebook flights (especially during irrops). ?? Totally confusing where you could have gotten that information from.
If you did, you'd understand.
Jul 13, 2017, 3:04 am
#6
Join Date: Jun 2016
Programs: aegean gold , klm explorer
Posts: 514
Jul 13, 2017, 6:29 am
#7
Join Date: Feb 2014
Posts: 921
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I've been in this industry for 35+ years, worked for several airlines in Reservations and customer service and I don't know of any airline reservationists (phone agents) that cannot rebook flights (especially during irrops). ?? Totally confusing where you could have gotten that information from.
I've been in this industry for 35+ years, worked for several airlines in Reservations and customer service and I don't know of any airline reservationists (phone agents) that cannot rebook flights (especially during irrops). ?? Totally confusing where you could have gotten that information from.
Jul 13, 2017, 10:15 am
#8
Moderator, Southwest Airlines and Choice Privileges
Join Date: Mar 2008
Location: Central Texas
Posts: 3,039
Indeed. The OP is knowledgeable enough to realize his wife's experience is only post-worthy news if the fare or points upcharge was waived, but it would be nice to have confirmation from him and from usflyer16 on that point.
If the fare / points differential is waived, we technically have "reaccommodation," not "rebooking." Sure, phone agents at every airline can rebook, but SWA agents have never been able (whether due to technology or policy) to provide reaccommodation services.
Could this be a benefit of the new reservation system?
If the fare / points differential is waived, we technically have "reaccommodation," not "rebooking." Sure, phone agents at every airline can rebook, but SWA agents have never been able (whether due to technology or policy) to provide reaccommodation services.
Could this be a benefit of the new reservation system?
Jul 13, 2017, 11:05 am
#9
Original Poster
Join Date: Jul 2013
Posts: 5,813
Indeed. The OP is knowledgeable enough to realize his wife's experience is only post-worthy news if the fare or points upcharge was waived, but it would be nice to have confirmation from him and from usflyer16 on that point.
If the fare / points differential is waived, we technically have "reaccommodation," not "rebooking." Sure, phone agents at every airline can rebook, but SWA agents have never been able (whether due to technology or policy) to provide reaccommodation services.
Could this be a benefit of the new reservation system?
If the fare / points differential is waived, we technically have "reaccommodation," not "rebooking." Sure, phone agents at every airline can rebook, but SWA agents have never been able (whether due to technology or policy) to provide reaccommodation services.
Could this be a benefit of the new reservation system?
Jul 13, 2017, 2:26 pm
#11
Original Poster
Join Date: Jul 2013
Posts: 5,813
Jul 13, 2017, 3:31 pm
#13
Join Date: Feb 2000
Posts: 6,551
if the fare for the new flight was the same as the fare for her original flight, then the telephone reservations agent was processing a normal reservation change.
Jul 13, 2017, 8:41 pm
#14
Original Poster
Join Date: Jul 2013
Posts: 5,813
it is necessary if you are arguing the telephone reservations agents will now change a reservation to a new flight during irregular operations and waive the fare difference.
if the fare for the new flight was the same as the fare for her original flight, then the telephone reservations agent was processing a normal reservation change.
if the fare for the new flight was the same as the fare for her original flight, then the telephone reservations agent was processing a normal reservation change.
I am simply reporting a fact. YMMV.
I can say the ticket was bought a couple of months ago and was a WGA fare. What the fare was less than 24 hours before the flight I don't know and don't care. The fare on that flight today was over $200.
Jul 17, 2017, 7:15 pm
#15
Join Date: Jul 2016
Posts: 58
Indeed. The OP is knowledgeable enough to realize his wife's experience is only post-worthy news if the fare or points upcharge was waived, but it would be nice to have confirmation from him and from usflyer16 on that point.
If the fare / points differential is waived, we technically have "reaccommodation," not "rebooking." Sure, phone agents at every airline can rebook, but SWA agents have never been able (whether due to technology or policy) to provide reaccommodation services.
Could this be a benefit of the new reservation system?
If the fare / points differential is waived, we technically have "reaccommodation," not "rebooking." Sure, phone agents at every airline can rebook, but SWA agents have never been able (whether due to technology or policy) to provide reaccommodation services.
Could this be a benefit of the new reservation system?