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Yesterday I wrote of my hours of frustration getting Delta agents to add Korean Air segments to an award ticket, despite them being available on delta.com. Finally a supervisor fired up an ancient system called Delta Term.
milesglu of Miles to Go wrote in with his solution to the same problem, which may be easier for Delta agents:
I was having the same issues trying to book Korean Air seats using Skymiles. I found that almost all agents could not see any availability despite them being open online. Finally got a good agent who tried something else and then suddenly, she was able to see all the seats. I asked her what she did, and she told me she needed to use the “shopping tab” while doing the search on their system, instead of the regular search. From then on, every agent I talked to, I just told them to use the “shopping tab”, and voila, they could immediately see all Korean Air availability!
So another tool to ask agents to try, ‘Shopping Tab.’
When dealing with these agents, especially senior ones, they can sometimes be a bit tetchy on suggestions so be real polite and say something like, “I encountered a system error like this before and would you believe it, the agent said it only worked in shopping tab mode, could you try that?”