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by ceejayoz 1213 days ago
> The airline systems don't always let you do everything programmatically so at that point whoever is selling the flight who be in charge of the customer.

OK, so this is my sticking point.

There are horror stories of Expedia somehow accidentally not booking the flights they've sold. You get to the airport, there's no ticket and no seat. Airline says "nothing we can do, call Expedia".

They can't call Duffel. I can't fix it programmatically. Customer's sitting angry at an airport, honeymoon ruined. What happens?
1 comments
stevedomin 1213 days ago
> You get to the airport, there's no ticket and no seat

We issue instantly issue tickets / pay for the booking so and for a lot of the major airlines we're plugged directly into their reservation system so this should be an extremely rare occurrence, if an occurrence at all. Nobody should ever miss a honeymoon because of that imo.

Customers won't be able to call Duffel but can get in touch with the merchant that sold them the flight.

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nathansherburn 1213 days ago
> Customers won't be able to call Duffel but can get in touch with the merchant that sold them the flight.

As a merchant using your software, would we have priority access to the airlines' support lines? I ask as Duffel looks like a very attractive idea but if we're forced to wait on hold for 3 hours to speak to United's standard customer service for any customer issues that can't be fixed through the API, that would be really tough.

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ceejayoz 1213 days ago
> this should be an extremely rare occurrence

I think this dramatically overestimates the levels of perfection in airline IT.

> Customers won't be able to call Duffel but can get in touch with the merchant that sold them the flight.

Who can take what action to fix the problem?

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malborodog 1210 days ago
...don't you mean, AN 'oneymoon?
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