Originally Posted by wxguy

Time for some good news. The other day I had a superb experience with GS phone agent "Nancy." Two of us on one PNR using miles/PPs on a domestic ticket. I asked her to split the PNR, book me in paid P class, and leave my partner in PN (XN+PPs). Shares (or whatever it is these days) did not cooperate, and long story short, she spent an hour on the phone with me, keeping me informed as she worked with her support and ticketing to get things fixed after a lot went wrong. She was a very experienced agent and even knew in advance what could happen (and it did!). In the end, I had what I needed, my miles and PPs were redeposited, both tickets reissued, and she pushed through my partner's XN/PP => PN after the space disappeared. Kudos to Nancy!

Originally Posted by Kleinnaf

SHe's great, I believe Chicago based.
Helped me last year with a complicated changeOffered to have me hang up and she'll return the call when she's done!

Originally Posted by AugustusM

Same here. Had her a bunch of times and she's always super helpful, particularly on the recent FCO trip that I booked for myself and 3 companions. She ended up saving me over 200K miles.