Cranky on the Web (July 30 – August 3)

Priceline Now Sells American’s Preferred Seats—Here’s Why It MattersConde Nast Daily Traveler
This may not seem like a big deal that you can now buy preferred seats on American via Priceline, but it is.

In the Trenches: When Your Vendors Make Business DifficultIntuit Small Business Blog
Sometimes, the airlines make things very difficult for travel agents and we end up looking terrible.

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8 Comments on "Cranky on the Web (July 30 – August 3)"

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David SF eastbay

Your ‘In the Trenches’ ordeal is simple to explain, the airlines can do whatever they want. Sounds like when your client in Australia called they simply got the airline agent on the phone who didn’t check to see it was an agency booking so just upgraded the client.

Nick Barnard

Re: In The Trenches:
I’d get into the habit of recording potentially dicey phone calls with the airline. Given that they generally notify you verbally that a recording may/will be made, I think you’re in the clear, but it’d be best to check with your lawyer, since California is an all party consent state when it comes to telephone calls..


I highly doubt that anyone who buys tickets through Priceline has any interest in paying extra for “preferred” seats.


May be true, but give it time and soon you may have the option to purchase checked bags, extra legroom, and more…

Brett, With regard to your cancellation problem, I think you have to eat the charge or continue working with the airline to get a refund. Why? Assuming you’re working with AA, AA has this to say about schedule changes: In your case, first things first, if your client ultimately eats the charge, he could be left thinking that you got in the way and he would not have eaten the charge had he not involved a middle man. He’s correct in his thinking, and that’s very bad for your business. You need to be value-added for the fees you… Read more »