In this age? Where people carry phones 24/7 but refuse to make phone calls? There's a paper trail with e-mail that simply. does. not. exist. with phone calls.
Why would you escalate immediately? Not that the CM will comply, but the OP is not the only party having this experience. Why do you think the feedback has not already gotten to the appropriate persons?
I would expect the company would inform you (via email, that paper trail issue and all) and cancel your order.
How is this situation different? When you call the airline, are you "stern" with the reservationist
who did not have anything whatsoever to do with the change but who has been fending calls about it? In fact, when the airlines change schedules, the passenger has two or three options, depending how big the change is:
- Accept the change;
- Work with (call) the airline to try to make a more satisfactory change;
- If the schedule change is long enough, cancel and get refund (even nonrefundable)
In fact,
all an airline reservation offers is transportation between two specific airports on the reserved dates.
First, re-read _auroraborealis_'s post (#22) explaining hotel reservations.
Second, this action is
so common in the hospitality industry that there's a term for it: "walking the guest." It predates Walt Disney World. In fact, most hotels don't inform the guest until the guest checks in.