It's bugging me...

Was just talking to them again, and inquired and the agent said to me "well, all International agents are ISMS, it's always like that."

Sorry, but these are not the same people I've spoken to in the past! They are not savvy about upgrades, partner flights, seat and plane comparisons, crazy fare routings... every complex question is now met with 5-10 minutes on hold while they "look into that."

Was that his way of saying "always like that" since we enhanced it last month??

It's not a huge deal, but it's like talking to a receptionist who insists she can help, when you're trying to get a price quote and product specs from your account rep .... frustrating.