Originally posted by sailor99
Originally posted by webdes03
The little MM does add a few perks for you... agents are pretty much authorized to just take care of you-- 
Presumably the logical extention of this is that without the MM status, agents are pretty much authorized to not take care of you? I must admit that this ties up with my experience.
Oh I certainly didn't mean it that way.
I was simply trying to show that there can be additional perks. Of course with a GM you're allowd unlimited same day confirms without charge, and PM's unlimited upgrades without charge- I was simply meaning that type of thing... you do of course get a lot of respect with the MM tag- but in general (I) like to take care of our elites as best I can. I can't speak for other agents.
I have coworkers that don't follow the same philosophy I do. Say you've got a cancelled flight for example, some of my coworkers will simply print out a pax list and rebook the flight in alphabetical order, whereas I always print out a load manifest (which lists DL and SkyTeam elites at the top), as to rebook them first.
I'm not sure what type of formal training DL agents get for handling elites. I work for a connection carrier, and go to basically the same ticketing and gate classes as DL agents, and I've never formally been told "this is what you do for a gold", "this is what you do for a MM". I think the majority of people that know what the limits are work in crown rooms and dedicated elite check-in.
I tend to use the philosophy, that everyone should, that you earned that status by being loyal to us, in most cases flying us exclusively, and spending your money with us, so if something comes up, the airline should be willing to spend some money on you--you deserve that.
As an example, we had a PM come up the other day... he's a stand-up comedian. His show had been relocated to another venue and he wanted to fly into SFO instead of LAX to minimize his driving time. Technically he's allowed to same day confirm without charge, but that requires your routing be the same, thus the computer wanted something like $380 to reissue his ticket to SFO.
Now my supervisor is one of those agents that doesn't like to go the extra mile, and she wanted me to charge him, but with a little bit of insubordination I was able to convince her to reissue it without charge.
Unfortunately there are a lot of agents that have tightened up, especially since the bankruptcy, and are not willing to go the extra mile (my supervisor as an example). There is a lot of belief among some that we can't afford it, and to a certain extent they're right, we can't afford to be spending money like we have it. But our Elites are the ones that will keep us flying. Your average family that goes to Florida once a year doesn't pay our paychecks, loyal customers like you do, and if you're not happy, and you leave, then we have nobody to fly around, no revenue, and thus-----no airline.