When dealing with airlines, is it better to act as a novice or a pro?
 

I see here in FT that many of the members deal with travel terms with technical detail, referring to cities by their airport codes rather than name and referring to specific booking inventory codes (A class vs F class) rather than just saying First Class.

I am curious if you use that detail also when calling an airline desk, like Exec Platinum, or use laymans terms. For example, if requesting an Exec Platinum VIP upgrade would you ask if A class is available or would you ask if there are any upgrades

My point is that from my experience, playing the roll of the less informed traveler has generally done more for me than comming accross that I know more than the res agent (and often I do know more). If I ask for A class, the res agents assume that I understand the rools and if it is not available I understand why. On the contra, if I just ask for an upgrade and they say it is not available and I go on to say that as an Exec Platinum why is it not available for me when I need it I find they are more accomodating to service the needs of a good customer that just takes the terms at face value....

I find this more with ticket changes on higher fare tickets where it may be an A fare at 10K but if it was F it would be 20K...Rather than get into the rules, just focus on that it is an EXTREMELY expensive ticket and that you need it changed and anyone paying this much should n't have to worry about availability...

It tends to work for me,..Thoughts???

Anyone???Before it gets buried in FT Post Heaven???

It won't, as long as you keep bumping it every 20 minutes.

I only use more knowlege when things are not going as they should and I feel I am in danger of being shafted unless I pull out my little black book of tricks. .Otherwise, I usually let natual market forces run their course until I have to intervene as the marketmaker

Videomaker

Are you saying to enter it again every 20 minutes or don't do a thing...Just asking as I am curious on this issue but don't want to annoy the community

I was just suggesting give it a little more time for responses, since some of the FT experts may have turned in for the night. I'm sure there are some out there who could field the question better than me, though.

And welcome to FT!

I think the best is to be friendly !!! ^

When corresponding with them on paper, for various reasons, I use as much of the jargon and technical "stuff" that I can muster, since not only do I assume they understand and appreciate it, its entrenched into my mind, and too difficult to communicate without using it.

As for person to person, again, I can't "dumb it down" at all... it just comes out, and sometimes I feel like I know too much =) or at least more than the agent assisting me, (Especially during Irrops!)

*Being friendly is also a good idea~!

I would echo: be friendly.

Remember that people generally don't like to be told how to do their jobs (particularly when you may only know part of the picture - there's nothing more annoying than somebody playing the 'know-it-all' when they're also wrong and won't listen to you).

My preferred approach is to make it known you are informed (perhaps by dropping specific comments in, unpretentiously) and to guide the person on the other end to the outcome you're looking for, by informing yourself as much as possible in advance.

FT use of travel technology is mostly for simplicity and clarity. It is much shorter to type CX than Cathay Pacific or even "Cathay," or ATL for Atlanta much less Atlanta Hartsfield-Jackson International Airport. Advice on ground transportation in "Washington" will vary substantially for IAD, DCA, BWI, and Union Station, as does mileage accrual with the exact fare class on most airlines worldwide.

When dealing with an agent over the phone, however, that may not in fact save you much time or energy. Having to spell out "V as in Valentine, C as in Cat, E as in Echo" is far more tedious than simply asking for Venice. Asking for the Y-cabin may land you a Y fare, rather than some much cheaper economy fare for the same seat. Asking for "Lindbergh Field" for San Diego International Airport is just needlessly pedantic.

As far as getting favors out of agents, I'd agree with the previous posters that one's demeanor is most important, the temperament of the agent coming second. Does spouting fare basis codes or Apollo profiles make one sound knowledgeable, or cocky? Or like the pointy-haired boss in Dilbert? Are you perceived as trying to be helpful or "easy to deal with," or as someone trying to pull a fast one on him/her?

I tend to go slightly above the novice, but not to the point of calling on fare classes or airport codes (unless those are the things in question).

On FT, I'll refer to LHR and LGW, but in voice, Heathrow and Gatwick (sometimes London Heathrow, but never just London). C availability (AA upgrade class) on FT, upgrade availability on the reservation line.

I've never received an upgrade by appearing to be stupid. YMMV. ;)

I think the best thing to do is ask the gate agent the same question every 20 minutes until you get your desired results.

Well said! ^ I also find using the abbreviations (i.e. 3-letter airport code, 2-letter airline code) to be more efficient for typing or writing than in verbal communication. And yes the attitude you demonstrate while speaking with agent can make a significant difference on the service you'll end up getting from the representative. Remember (though pretty obvious), the agent whom you are speaking with are human just like yourself and everyone else and would like to be treated with respect. So if you don't give him/her a hard time, more likely they'll be more willingful to assist and fulfill your request.

I've also read somewhere (couldn't recall where) that by asking (or begging) for a complimentary op-up, that person will be put in the bottom of the priority list for the op-up if the flight is oversold.