If I work as an employee for an airline as a customer care, if there are trouble with the flight booking and the ticket flight does not appear in the airline’s system, The first thing what I would do is stop anything else what I was doing it and look at the customer and talk about the situation without interrupting, being patient until the costumer finish speaking.
After the customer finishing speaking, I must ask questions about anything else that may the customer is forgotten to tell us, without argue with de costumer or blame collogues so we can have a clear meaning of what is happening with the flight booking.
After that I would ask the customer how he make the reservation; I will ask for his passport to check it in the reservation airline’s systems. Then it is possible, we should reassure the customer by promising that we will do something to solve the situation.
We shouldn\'t make excuses even dough it wasn\'t our fault.