zrs70
Posts: 3300
Joined: Sun Dec 10, 2000 4:08 am

What To Do When Agent Mis-documents PNR?

Sat Jun 03, 2006 3:33 am

I am in a situation in which I faced a defiant phone agent who documented my PNR in a way which will incur a change fee on a ticket that should not have any restrictions. (The original fare was restricted, but I paid the $100 in the past and changed the ticket to a full fare. This means that I can make any change without fee, but if I want to cancel, I can only get back the additional cost of the ticket, and not below the originally restricted ticket).

I know the fare rules very well, and I know that this agent was simply wrong. When I call back for another agent, the first thing he/ she will see is the documentation. It is quite frustrating. Can future agents take notes off of a record? Or is the documentation there as long as the reservation is active?
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AAgent
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RE: What To Do When Agent Mis-documents PNR?

Sat Jun 03, 2006 4:54 am

The notes are usually placed in the record in such a way as to become a permanent part of the historical document. Even if deleted, they can still be read in the history of the PNR.

The one thing that doesn't make sense to me yet is that you said "I paid the $100 in the past and changed the ticket to a full fare." That sounds to me as if perhaps you simply paid a change fee to make a one time change to your reservation. If so, that is nothing more than a service charge and it in no way changes the type of ticket you purchased. If you purchased a highly restricted fare, then you still have a highly restricted fare. Now, if you had paid additional fare on top of the $100.00 change fee, the new ticket may or may not be restricted depending on the fare basis and the applicable rules and restrictions thereon. I would suggest that you speak to another agent calmly and, if there is an error, they should be able to help. Whatever you do, may I respectfully suggest that you refrain from displaying any "attitude" over the phone...it is unlikely to help your case and may indeed backfire. If there is not an error, the agent will explain the details to you so that in the future you will have a better understanding of fares and restrictions, therein enabling you to make a more informed ticket purchase. Good luck!

Best Regards,
AAgent
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zrs70
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RE: What To Do When Agent Mis-documents PNR?

Sat Jun 03, 2006 5:00 am

Thanks for the insights.

Yes, I changed from a restricted fare to a flexible D fare (the add/ collect plus the $100 fee). And I understand that if I want to refund the entire ticket, I can only get back the add/ collect, as the restricted original fare stick sticks. But once upfare to a flexible ticket, changes (above the original restricted ticket) do not incur a fee.

I will, as always, be kind! No reason to be anything else.
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RJNUT
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RE: What To Do When Agent Mis-documents PNR?

Sat Jun 03, 2006 6:02 am

i think , once nonrefundable, always nonrefundable..
I do know that Southwest will separate out the nonref. vs refundable portions when it comes to refunding, but not most of the legacy carriers!!??
 
zrs70
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Joined: Sun Dec 10, 2000 4:08 am

RE: What To Do When Agent Mis-documents PNR?

Sat Jun 03, 2006 6:25 am

Quoting RJNUT (Reply 3):
i think , once nonrefundable, always nonrefundable..
I do know that Southwest will separate out the nonref. vs refundable portions when it comes to refunding, but not most of the legacy carriers!!??

No, most legacies separate this as well. If you buy up to a non-restricted fare, the non-refundable part remains non-refundable, but the add/collect can be given back.
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Leskova
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RE: What To Do When Agent Mis-documents PNR?

Sat Jun 03, 2006 6:02 pm

Quoting Zrs70 (Reply 4):
No, most legacies separate this as well. If you buy up to a non-restricted fare, the non-refundable part remains non-refundable, but the add/collect can be given back.

You're right - if you paid $200 for the original ticket, which had a $100 cancellation penalty, and you paid $100 extra to get to a higher fare (a fully refundable one), in the case of a cancellation you'd get back the $100 you paid extra as well as the $100 that was refundable in the first place.

The notes this one agent made will remain in the booking either until the record is purged after your last flight, or until you get another agent on the phone who rechecks the facts and removes those comments.

What you can also do is go to a ticket counter at the airport prior to checking in and just ask them to recheck the details... perhaps give you a printout of the fare paragraph explaining the fee you're supposed to pay.

In case there still are doubts afterwards, you can always send the whole thing in to the airline afterwards to get a refund of the fee, if indeed it was wrongfully collected: and in the case of a change fee, I fully agree with you - the change fee comes out of your current fare, refunds are applied to the part of the fare they govern (original remains nonref or partly refundable, the add-collect is fully refundable).

Regards,
Frank
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