One of the greatest things about American Executive Platinum status has to be access to the Executive Platinum Desk, which are hands down the best phone agents in the airline industry. They’ve always been extremely competent and courteous, and you don’t usually have to convince them that time travel is possible.
Maybe I’ve just had a streak of bad luck, though I’m starting to be convinced that the Executive Platinum Desk has been taken over by US Airways’ finest.
I tried to make a change to a simple Cathay Pacific first class award ticket, and the first agent told me that in order to make any change I’d have to redeposit the ticket completely.
I called back. The next agent said that since I was changing my zone of origin I’d have to redeposit and start from scratch. I pointed out that Bangkok and Singapore are in the same zone (Asia 2), which she put me on hold to verify. She came back and confirmed that was the case, but said I’d still have to redeposit the miles and start from scratch to make an changes.
Then I called back to try and make the change again and the agent put me on hold to talk to her support desk. After talking to the support desk she comes back and says that since I’m changing my country of origin, I’d have to redeposit my award and start from scratch. After looking at the itinerary though she goes “wait a second, you want to change from Singapore to Bangkok, that’s the same country. I’m not sure what they were talking about, let me double check on that for you.” I saved her the time and explained that Bangkok and Singapore are in fact in different countries.
So, um, I guess the merger is already underway and they’re doing well on the integration front? 😉