Dear Gold Passport Concierge,

I too constantly am facing this issue. The customer service reps are always so nice, that it was never really a "bother" calling. However, the last time I called, the rep wanted me to fax the folio, even though she was viewing it with me (as she was confirming the information I was viewing through the Hyatt account page). When she told me that I said, "C'mon, you gotta be kidding me. I'm not going to fax the folio when you can see it right in front on you." She chuckled, agreed, and fixed it right there. I love the customer service level, so I don't understand this stance. Is it a training issue, glitch, directive, etc? Any information you could share would be appreciated.

Thanks.