Originally Posted by
Land-of-Miles
GGL do not handle customer relations issues these are handled by a central team with heavy outsource to India for first line enquiries. At best as a GGL you go direct to the 2nd line generic CR team but there is no dedicated GGL or even Gold CR team as I understand it.
As I mentioned the complaint to my response was signed off by GGL CS (and does not appear to be from India) so whilst she may not have been from a GGL-dedicated team, she certainly knew to correctly reference my GGL membership and to sign off correctly.
In the OPs case, it appears he was wrongly referred to as a Gold member. Yes, I know GGL is essentially not its own tier but a tier within Gold but still could / would the CS agent have responded differently if he knew what GGL was or was from a team that is involved in GGL CS. Not that it should make much of a difference to the case at hand as any customer should be dealt with more politely.