I gave the guy who answered my call my booking reference so that he could retrieve the information from the system.
He then asked me for the phone number and email address used to make the booking for verification purpose.
After answering my query regarding the first booking, I requested for help on another two bookings.
Each time he retrieved my booking from the system, he asked for my phone number and email address again, citing the same reason (for verification purpose).
I've already given him the information and he could see from the records that they are all the same.
So why is he asking the obvious?
Was he told he has to verify every record before proceeding and so he is just doing what he was told? Is he afraid that he will be penalized for not asking as all calls are recorded for training purpose?