peteropny

This is a training issue - and with the turnover in CS agents, there is no way to ensure that every single agent knows every single nuance of the program. Hyatt's training of agents has improved considerably over the last few years - there hasn't really been reports of what I would consider egregious misunderstanding of rules in quite a while.

If "you" encounter a problem that appears to be contrary to the program T&Cs and can't seem to solve it by multiple calls, my suggestion would be to Private Message the Gold Passport Concierge staff here on Flyertalk, they are pretty well versed in all the nuances.