To be honest, we have this problem. Whilst we are supposed to only ever speak to the passenger concerned, there is really no way of knowing who we are talking to. Reservations contain very little unique information, and that which is in there would most likely be known to relatives. And we often get people phoning up on behalf of passengers because they dont speak English.

We also get into trouble because someone will call and say 'I'm such-and-suchs mother'. I say, sorry, I can't discuss your daughter's booking with you, only her. Invariably the response is 'but you did last week' (when they most likely didn't disclose that they were the mother). To which I then have to say 'I can't discuss it with you, it is against the law'. Then a huge argument develops. And if the caller is smart, they just hang up and phone again and say that they are the daughter. Not a lot we can do really.