Unfiltered Story #67462

Unfiltered | March 8, 2017

The account I work on has pushed most travel booking to an online booking tool with special events and VIPs booked through my office. Due to different service fee amounts, I can’t touch reservations made online.

Traveler calls and I see he’s booked thru the online system.

“I’m sorry. It looks like you booked this online. You’ll need to call the (online system) agent assist at … and have them make the change.”

“But all I have is my cell phone. How do I call them?”

I will give him the benefit of the doubt that he thought I was telling him he had to go online to make the change, but he is a frequent traveler and it isn’t a new policy.