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?
"Ticketing" is overly vague because there are at least two different desks involved here: Global Ticketing Support (GTS) and Global Partner Support (GPS). These are both staffed by excellent agents although in my experience the GPS people are the most knowledgeable of all. Line agents are told not to transfer to these desks, rather to put you on hold and then wait on hold themselves, and act as a go-between. But I've had success asking nonchalantly for a transfer to GTS or GPS and half the time I get through myself.