I am a travel agent and booked several tickets in Sabre - MBGCQB, KUHCC*, MAGYFZ, M*AO...

GetHuman772385's customer service issue with Icelandair from June 2018

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The issue in GetHuman772385's own words
I am a travel agent and booked several tickets in Sabre - MBGCQB, KUHCC*, MAGYFZ, M*AOD*, MBPD*Z, M*GQSH. These were booked around the time that Icelandair introduced the new "economy lite" fares. There is no indication in the ticket record what kind of fare this is, nor was there an indication that they will be charged for their bags. Furthermore, when pulling up the reservations on Icelandair's website, I received this message: !Warning*Unexpected error occured while getting the baggage policy (****)*and this message:*!Fatal error*We are not able to compute the available services for this flight (************) **My clients arrived at the airport and were forced to pay with credit card $** for each checked bag, which is almost twice the amount for most carriers. Most of the clients are graduating high school students without credit card, so their chaperones had to pay for their baggage. This was unexpected and unfair, more so because we can't even pre-pay the bags online to get a discounted rate. I was finally able to reach an Icelandair agent who advised me to file a complaint with customer service. I have done that and received this response:**Dear Mary Ann Adelstein *We have received your request and we will get back to you once it has been processed. *Case Number: ******** *Best regards, *Icelandair **This was on Tuesday and I have not heard from them since. I have tried to call repeatedly, but I can't even get in the queue to hold for an agent. I would like a refund of the baggage fees charged on their departure and the baggage fees waived on their return.
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Icelandair

Customer service issue
Reported by GetHuman772385
Jun 11th, 2018 - 9 mons ago
I have an issue with Icelandair too
Fixed
Seen by 7 customers so far
Similar issue to 262 others
0 customers following this
Items needed
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Frequent Flyer number (if applicable)
Timeline
GetHuman772385 started working on this issue
Jun 11th, 2018 5:11pm
GetHuman772385 indicated the issue is not fixed yet.
Jun 11th, 2018 6:12pm
GetHuman772385 indicated the issue is not fixed yet.
Jun 11th, 2018 6:13pm
GetHuman772385 indicated the issue is not fixed yet.
Jun 12th, 2018 2:48pm
GetHuman772385 indicated the issue is not fixed yet.
Jun 12th, 2018 3:46pm
GetHuman772385 indicated the issue is not fixed yet.
Jun 14th, 2018 6:36pm