Originally Posted by
kyushuman
I would LOVE it if DL trained its PM reps to be able to do everything possible to get something fixed without transferring the customer from department to department.
I agree with this concept. The reissue of tickets would seem to be a pretty fundamental skill to me. (And so would the refund of tickets).
The interesting thing is that the one area where a transfer might make sense, and might be beneficial to the customer, would be for those inquiries regarding hypertechnical SkyMiles issues -- but to my knowledge no one is allowed to talk to anyone in the SkyMiles service center, so you will never be transferred there.