I've fortunately not encountered any poor call centre interactions, until yesterday!
Called up to redeem a flight credit for a multi city booking and was put through to a very untrained consultant in Manilla. 30 mins on (
on reflection I should have HUACA) I've been told/asked:
- you can't redeem a flight credit for a multi-city booking (but we'll make a one time exemption)
- you cannot downgrade a flight credit from a J to Y booking (but again, we'll make an exemption)
- can you please tell me what the airport code for Singapore is?
- that the flights I wanted are on non-QF carriers so can't be priced (the booking was for QF, JQ and MH sectors and could be priced on the website); and
- then after being put on hold at least 10 times throughout the call, that actually the flight credit fare conditions have not been met, which was a load of nonsense . . .
I politely ended the call and called back straight away and was directed to South Africa.
The consultant was a god-send and knew exactly what to do, was knowledgeable and knew what was required. 10 mins later, booking paid for and e-ticket received. Polar opposites.