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> and then give customer service (via phone/email) the admin/power user abilities to deal with the few special cases that the website cannot handle. Typically,
by 998244353 3y ago
> and then give customer service (via phone/email) the admin/power user abilities to deal with the few special cases that the website cannot handle.
Typically, the problem here is that customer service is unwilling to deal with these special cases, through some combination of:
1. They are too scared to correct the data - e.g. they have been told to follow some poorly-thought-out procedure to the dot and/or they're scared of committing some sort of "fraud" by entering the data sensibly.
2. Although they could handle such cases in their system, the system has to interface with a labyrinth of other systems that can't.
3. They have to use an interface that is essentially the same as the website, with all of its limitations.
- londons_explore 3y agoFor a case like OP's, the worst-case solution is to let the phone agent bypass the system. Ie. They write a note saying 'let OP onto the plane, their seat is 1A', then mail it to OP. As far as the system is concerned, OP's ticket may not exist, payment may not exist, flight may not exist, etc. but the note from customer service is enough to get them to their destination.