In these cases, I tend to phone conference the PS or NB member into the call... get the other member on the phone, put them on hold and call Qantas. While I'm putting in my membership number, I add the other member to the phone conference call (it's a feature on iPhone, not sure about other phones). So it tends to be an ambush: "Hi [agent name], kevrosmith here and I have [other member] on the line also. I was hoping you may be able to help out with [xyx] for [other member]." Seems to work mostly as the other person can provide any validation required and I enjoy it as I can contribute meaningfully to the conversation appropriately. If necessary, I can also go "on hold" (yer right
) if the agent needs to validate security information with the other member (like I don't already know the details anyway, but I'll play the along with their game). I haven't had any knock-backs or negative comments back using this method, though often those other members are family members also, so maybe that makes it a bit more "appropriate" or "easier".