Sometimes, the in-person representative has access to prices that aren't available on-line for whatever reason, such as an aircraft change that resulted in more seats being available on a flight. When my grandfather died and I had to go back to Florida on 3 day's notice, the cheapest on-line fare was $1,200 (the nonsense bereavement fare was even more!), but I called Delta and they had changed the aircraft that day, so I was able to get a ticket for $220 between my parents' house in North Florida and NYC.
Oh yeah--when you're trying to resolve an airline issue, and the person you're speaking to is in Bangalore, then you should ask to speak to their supervisor. If that person still isn't cutting it in terms of communication skills, then ask to speak to
their supervisor. Eventually, you'll get to someone in the States. Of course, you can't make it sound too mean or snotty. It's worked for me every time.
I thought anyone with half a brain knew to use their "government name" when buying airline tickets, and not their nicknames.
