A bizarre experience.
I called the platinum number today where my call was answered by Bualealani in Cape Town. I told the gentleman I was calling to request an award seat be released, to which he said, “Have you made a booking yet?” Perplexed (and somewhat frustrated) by his response, I said that I did not have a booking and that was the reason for the call. He said, “Okay. So … Please hold on, yeah? … Okay, sir. Please hold on. I’m just double-checking something on my end. I’ll deal with you just now.”
Bualealani asked for the date, then the origin and destination and finally my preferred flight number. He then asked me to confirm my last name, first name, phone number and email address because, apparently, that information was on another screen from the one on which he was making my request.
Next, Bualealani said, “What I’m going to need to do now is contact my support team to put in the request.” I was then placed on hold but without any hold music - and without him having asked my preferred class of travel. It was just a dead line. The hold music eventually started about 2 minutes later. After about 3.5 minutes in total, Bualealani returned to the call to say, “We’re nearly there … I just need you to confirm your frequent flyer number for me.” Back on hold again and again with no hold music. After about a further 5 minutes on hold, Bualealani returned to the call to say my request was confirmed and proceeded to give me the booking reference (#5CVRP5). The entire call lasted 21 minutes, the overwhelming bulk of which was spent with Bualealani or waiting on hold for him.
Throughout the many minutes on hold, I monitored my frequent flyer account and noticed the booking appear. And guess what? Bualealani had booked me in delta instead of uniform complete with "Confirmed" alongside it! I knew full well what he had done was entirely wrong, but I was very curious to see how it played out. Within an hour, the reservation had disappeared from my profile and an email had apparently been sent to an email address similar to mine but with an unnecessary period in it. When I phoned back that evening, I was – thank God – assisted by an agent in Auckland who processed my request and confirmed a seat in under a minute.