MIDAS
Examples are "Customer", "Account", and "Accrue & Redeem"
What are MIDAS Tiles?
This type of ticket earns EQM only, even if it is on a Partner airline.
What are tickets booked using Mileage Plan miles?
Transfer the guest to this department when they want to make a new reservation, make changes to, or cancel an existing reservation.
When should I transfer a guest to a Reservations Agent?
These should be added with nearly every guest interaction. Especially important if you are promising the guest anything.
What are Super User notes?
These are opened to document complaints, issue compensation, and retain loyalty with Alaska Airlines guests.
What are Emplifi cases?
Examples are "Fraud", "Campaigns", and "Tier Level"
What are MIDAS Menus?
Examples are Priority check-in and boarding, free checked bags, and complimentary preferred seating.
What are elite benefits that apply to all elite members?
You can get to this portal on Alaskaair.com by clicking Mileage Plan, then Buy and share miles. Navigating to this portal is the only way to purchase miles.
What is the points.com portal?
Ask for the guest's Full Name, Date of Birth, and Mailing Address.
How do you verify a Mileage Plan profile?
Typically issued for a service failure within Alaska Airlines' control (poor service, lost baggage, delayed flight, etc.).
What is Compensation?
Change the SPC to 40 and add the PIN in the Comment field.
How do I lock a protected MIDAS account after a redemption is complete?
Benefits that are earned along the journey to elite status. They can be earned beginning at 10,000 EQM.
What are Mileage Plan Perks?
Alaska Lounge Concierges are the only people who can do this. Fill out the web form linked in the manual if you need to request a replacement.
Who can replace a missing or expired Lounge Day Pass?
Select User ID and password from the drop-down menu in the Account profile, and then click the Password Tab.
Where do I go to reset the password on a Mileage Plan profile?
Issued when the guest incurs an additional expense as a result of a service failure. May also be issued for certain weather/ATC cancellations/delays.
What is Reimbursement?
The MIDAS Menu that displays the current and previously held elite statuses.
What is the Tier level Menu?
or
What is Customer Tile, Tier Level Menu.
Different points along the journey to elite status where Perks are earned. Examples are 10k EQM, 30 EQM, 55K EQM, etc.
What are Mileage Plan Milestones?
When a guest calls in with missing or damaged luggage, or an item left on board the aircraft, transfer them to this department to resolve the issue.
What is CBS?
Credit Certificates, Discount Codes, and Companion Fares can all be found here.
Where is the Payments and discounts page of the Mileage Plan profile?
Discount Codes or Mileage Plan miles. Never with Upgrade certificates!
What are examples of compensation for a service failure?
The Accrue & Redeem Tile, Create Retro Menu.
Where would you go to credit past flight transactions?
Lifetime MVP GOLD status and other benefits awarded as a "Thank You!" for demonstrating extraordinary loyalty.
What are the benefits of achieving Million Miler status?
May be added in MIDAS without an Emplifi case. Make sure you include the PNR and the City in your Super User notes.
What are the 2,500 Bag Service Guarantee bonus miles?
Navigate to this profile page to view Current elite status, available Perks, and previously selected Perks.
What is the Mileage Plan Journey page?
Required if the original case is over a year old. If it is not more than a year old, you may use the existing case.
When do I need to open a new case?