Customer Care is non-union; they're barred by the union contracts of the Reservations agents from performing what is considered "their work" such as making changes to Reservations. Same for Lounge concierges. But both SMS Chat and Web Chat are handled by Reservations agents, and they can help with most issues except those requiring payment.
Last edited by Snowdevil; Jul 6, 2019 at 10:09 pm