Hello Louis,
It's always important to review any itinerary before you make a
purchase, don't you agree? When you buy on-line or through a travel
agent you need to verify the itinerary to make sure it's exactly what
you want. I had an agent working for me once that sold a person a
non-refundable ticket to Portland, Maine at a great price. He bought
the ticket a month prior and he picked up his itinerary and we didn't
hear from him again until he got to the airport. He realized his ticket
was to Portland, Maine when he arrived at the airport. The itinerary
said Portland, Maine but he didn't read it. He wanted to go to
Portland, Oregeon. This was a major error. However, we were able to
change the ticket at no cost to him on the day of his departure. phew.
Was this an agent error or customer error? The customer had the
itinerary that clearly identified the city he was booked to with dates,
arrival times and city and state. If this customer had made the error
on his own "on-line" and didn't realize it until his departure date, I
don't think that the airline would have given the same consideration.
As Manager, I acknowledged the miscomunication and was willing to
absorb any additional costs that my agent had caused. However, lucky
for me I didn't need to. For our customers inconvenience, we gave him
a free upgrade on his next flight. In my 17 years, this only happened
one time, so most customers read the itinerary. Also, travel agents
can hold itineraries for 24 hours, and if need by void a ticket after
issuing within 24 hours.
Gale
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