Originally Posted by
missamo80
Put a reservation agent on the social care team.
The Social Care team does regularly ask for assistance from Reservations agents when needed, and Reservations agents are empowered to use their best judgment to help all guests with any pre-flight situation that should arise. Customer Care/Social Care typically handles post-flight issues.
In any event, I'm glad to hear that the SMS and Web Chat options are being well-received so far!