Interesting... Just got off the phone with MP. Seems that I was denied a couple segments that never posted from AC after I sent in the required documentation. So I called to find out EXACTLY what I needed to send.

Call 1: MP standard 800 number shown on the denial form letter. Don't enter the MP number, punch 3, route within seconds to a rep. The rep is courteous, but not sure of herself. What I need to know is what I didn't send in. Pause. Let me check. Two minutes of silence. "You need to send in the ticket and the class of service information." Ok, I sent in six pages of documentation showing the ticket numbers, PNRs, all of the pricing info and also the class of service. The only thing you don't have are the boarding passes, which on AC really don't show much info -- and I was told to NOT send them in. "Well, you should send those in with the ticket." Ok, thanks....

So then following standard FT advice, I called again.

Call 2: This time the MP PE number. Didn't enter the MP number, punched three, call is immediately picked up. Very enthusiastic rep (btw, how do we send compliments on MP reps?). Looked up my record -- saw the denial right there, so immediately knew the issue. "What did you send in? Data Entry sometimes has trouble with the obvious." He said it with a smile. I told him what was in the fax and mentioned that I didn't send the BPs. "Well, that's the issue. At the end of the day, the BP shows that you should have been on that flight. That's what I need to add these in for you." He suggests that I send in the previous documentation (which I still have) and the BPs, address them to him personally, and gives me a different fax number. He essentially says that as long as all the paperwork is in order, he will put in the segments personally and the documentation will ensure that he is covered for making the change.

So I would surmise that the phone numbers *can* make a difference, although sometimes it is all about whoever answers the phone.

(And the second rep was very effusive in thanking me for my business. He likes his job at MP and appreciates our frequent travels. Note to MP management: Give this guy a promotion. He followed procedure -- requesting the documentation -- but didn't leave it to "Data Entry" to deal with it again and possibly frustrate me again. THIS IS GOOD CUSTOMER SERVICE!)