Originally Posted by
IAH-OIL-TRASH
Customer service agents aren’t trained in the details of the frequent flyer program. They know one exists and they know the hierarchy. They may know some of the benefits, but beyond that, one is usually wasting their time talking to them. They are trained mainly to sell and change reservations, not discuss details of the frequent flyer program.
I will say that most GS agents are familiar with the program - specifically things like forcing upgrades at T-72 or T-24.