Originally Posted by
EXPLAT
You have a Pod of agents with a an assigned lead agent.
Yes, but is this the same "pod" of agents that handle regular cardmember services? It used to be that with CTS and PTS, there were dedicated sets of Amex-employed travel agents. You could get one assigned to you, but even if you didn't and just spoke to the first available agent, they were a) full-time travel agents, and b) worked for Amex. I get the sense that the legacy CTS has gone away, and now you have the situation that your assigned "pod" of Centurion cardmember services agents are cross-trained to also do travel bookings. Is that right?