Originally Posted by GoBirds

I have a question regarding IRROPS assistance through the CK desk. I've unfortunately had multiple flight disruptions/cancellations/missed flights due to weather recently. Historically when this has happened to me, CK help desk reps have been very proactive, contacting me quickly by text and call, prebooking backup or replacement flights, etc, without me having to call them first.

However, over the past month or so, when I've had IRROPS, on more than one occasion no one has contacted me, and I've had to call the CK line to rebook or find a solution. And when I do call, it seems that the reps I've been connected to don't really what to do or what is possible, and they keep telling me to hold while they call the help desk to see what they can or cannot do to resolve the issue. I've also gotten incorrect answers from them after they tell me this, such as telling me there are no seats on a replacement flight when there is, or telling me they cannot book me on another airline, then subsequently doing just that without telling me that they've done that.

I guess my question is, is there actually a different department or desk that specifically deals with IRROPS, and is that the one that used to contact me with a solution already in hand? And if there is a specific "help desk", is there a way for me to contact them directly and not go through the standard CK line first?