Same unpleasant experience too. Really don’t have time to repeat myself to 2 different agents if the first agent does not pass on the info. Maybe they should just give us a new number to call or press X for special desk….so we don’t waste each other’s time.

One other example is using a suite upgrade on points/awards. They used to put me on hold while they contact hotel to block the suite (cash rate with suite upgrade as long as book able on line, agent can confirm suite blocking without contacting hotel), now they just transfer me to the hotel!??!!?? Once there, hotel told me room management won’t be in until x hours and for me to call back during their business hours. New web feature to add suite upgrade during booking is now my go to.