I've been a member of WorldClubs, errr... SkyClubs for years and have always wondered about the agents (esp. at the bigger clubs... MSP, DTW, etc.) who are ostensibly there to help customers.

What do they actually do?

If I go up and ask them to mess around with my records, the most they'll actually do is perhaps adjust a seat assignment. Anything even slightly more complicated than that and they'll tell me to call into to reservations.

I believe they also can check on computer and/or call down to the gate to find out upgrade or volunteer status.

But what else? Are these agents meant for IRROPS or only same day reservations or?