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I've had a few instances recently where the contact centre has been initially unable to see available redemption seats, when they are clearly available online. It has gone like this every time:
ME: Can I please have SQxxx in Business Saver
CS: Sorry, it is not available
ME: I can clearly see it available for redemption online
CS: Those are for new bookings only
ME: But I am making a new booking with you. The space is available - you should be able to see it one way or another
CS: Ok let me place you on hold and check.... Ok it appears there are seats available and I have reserved them
This has happened multiple times in the last few weeks. Does anyone have any clue what the issue is? Why are they initially not seeing space, but then seeing it after being pushed to look further? It would be good to understand what is happening so that I can hold their hand and nudge them in the right direction next time.
ME: Can I please have SQxxx in Business Saver
CS: Sorry, it is not available
ME: I can clearly see it available for redemption online
CS: Those are for new bookings only
ME: But I am making a new booking with you. The space is available - you should be able to see it one way or another
CS: Ok let me place you on hold and check.... Ok it appears there are seats available and I have reserved them
This has happened multiple times in the last few weeks. Does anyone have any clue what the issue is? Why are they initially not seeing space, but then seeing it after being pushed to look further? It would be good to understand what is happening so that I can hold their hand and nudge them in the right direction next time.