I have used FB customer service in Schipol Schengen Lounge
 

...and I need to say that it was a quite pleasant experience.

It was to book award for Ms Pinkcity and myself for BOM for next summer ; the award seats were already somewhat booked, and I could easily check the different possibilities, possible dates, etc... The attendant was really helpful and skilled and was able to solve my questions.

I'm now the happy owner of two award tickets for BOM, and I'll visit southern India, return in biz in mid august. Considering the availabilities, doing this by the web tool would have been tough (there is no real availability research tool), and long and uneasy by telephone.

So far, there are no crowds at this office. I encourage you to use it, I'd hate that FB would discontinue this...

Thank to the attendant who took care of me, if she reads...

^

It's good to see that the service desk is providing a useful service I'll definitely use it next time I need to book and award or have a question while I'm in Ams.

In an earlier thread it was mentioned that one of these FB agents was noticed reading flyer talk, it would be great if they could make an official presence here, it's worked wonders for some other programmes I believe.

Being able to quickly confirm or deny rumours that are going around would be one benefit, another would be they could pass feedback to FB management, there's enough feedback both positive and negative on this forum.

All this could be done during quiet time at the desk as this ain't too high a traffic forum.