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Phoneagent source6/26/2023 ![]() The first agent I spoke to seemed merely to be repeating to me what I could already get myself on the website, but, when I rang again, I got through to an agent who proclaimed herself to be an expert on constructing more complex itineraries, and expert she was, because she was immediately able to understand what I wanted, albeit initially on the more expensive DNCIA-ZNCIA fare basis. Thanks for the suggestions of a travel agent above, but, surely, it should be a piece of cake too for a SWISS telephone agent? After all, it is their product that they are selling! At any rate, it is precisely to avoid the nightmare of dealing with a third party for in/voluntary changes that I wanted to purchase the fare directly from the airline if possible.Īnd, possible it was, as it turns out, merely through the dint of ringing back at another time. Is there any way I can get an agent to manually construct an itinerary, or any other way of booking the itinerary directly with SWISS? Is this a case of HUACA, or is it really the case that their phone agents can only book the itineraries that are offered on the website? Any assistance or thoughts in this regard would be greatly appreciated. I asked if escalating to a supervisor would help, but she responded that ‘the system’ would still show the same offerings. From our discussion, it seemed like she was largely offering me what I can book on the SWISS website myself. I then explained the fare I wanted, and the routing rules, and she said the fare existed, but she was unable to bring up the routing I wanted on her system. The agent I spoke to could not find any routing that went via the Americas, offering instead an eastern-hemisphere routing (via Singapore). I have checked all the individual flights I want on ExpertFlyer to ensure that there is availability in the relevant booking classes, but I was unable to book this over the phone. The fare in question is outbound LX PNCIA ROM to SYD and inbound LX ZNCIA SYD to ROM, on the routing FCO-ZRH-JFK-SYD-PER-SIN-ZRH-FCO. I have identified an itinerary on ITA Matrix that I’m trying to get booked by phone directly with SWISS, involving two halves of (different) return fares to form a RTW ticket, which is explicitly allowed by the fare rules.
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