When In Doubt, Hang Up and Call Back

I just got off the phone with US Airways.  I called looking for Lufthansa award seats that I knew were available.  The agent saw nothing. They saw nothing on the route for days.  Finally they found a couple of coach seats a week after I wanted them.

Weird.  Sometimes US Airways’ IT systems will be out of synch with United after United loads new schedules.  That’ll usually correct itself in a few hours.  But I hadn’t experienced this before.

My first thought — and I know better than to think this, rather than just hang up and call back — perhaps, wow, US Airways has finally figured out Starnet blocking.  And just in time, as the millions of bonus miles from the holiday “Big Bonus” 250% promo for shopping should post March 1.

Paranoia strikes again.  I hung up, called back, and the next agent saw the seats I was looking for without any difficulty.  US Airways offers both customer service agent and IT roullette!

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community Milepoint.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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