Originally Posted by
Pianoman109876
Hi all,
I was wondering if there is a comprehensive-ish list of the different support desks to be asked to be transferred to when calling the Medallion line. It has become abundantly clear that the front-line agents really are not empowered to do much and you normally have to ask for a special desk to handle things. But I know sometimes these are called different names and I was trying to figure out a list of what exactly to ask for. So far, off the top of my head, you can ask for (and no guarantees names are accurate or that they will transfer you):
-A supervisor (this seems to be the first step in escalation)
-Ticketing: (appears to be the desk that needs to process reissues due to schedule changes, RUC/GUC, Mileage Upgrade Awards)
-Joint Ventures Desk: (For handling tickets involving AF/KLM/AM/KE)
-Customer Care: (for complaints)
-SkyMiles Support: (related to issues with the app, tech? Not sure about this one).
Any others?
Honestly, as a non-DL elite member, I just abuse the 855 emergency line or the VIP select line and they just transfer me to the correct department.
Is this ethical? Obviously not, but it saves hours of waiting in contrast to the regular 800 customer service number. For other JV partners, I tend to call the partners such as Flying Blue or KE directly and the wait times are often <10 minutes from my experience.