I had an issue with my niece's reservation (that I paid for) and called the GS line (I initially called GS to book it because it involved an extra seat). The agent refused to help me. I said please let me talk to customer care. She flat-out refused to connect me to customer care, saying it wasn't MY reservation that had an issue. I said I have been connected before in a similar situation. She still refused. I asked for a supervisor. She connected me to a supervisor in Chicago. I told her what the issue was. She was able to help me out. She asked me why I didn't ask for customer care to help. I told her I did - multiple times. She apologized that the first agent should have transferred me. She said it doesn't really matter what the issue was, but especially since I was a GS and I paid for the ticket, I should have been transferred when I asked. Very frustrating.