Originally Posted by
Snowdevil
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.
I know why it's the case. That doesn't make it a good experience for the customer. Why should I be forced to pick a communication method based on how Alaska's union agreements and staffing are done? Put a reservation agent on the social care team.