CO Platinum and a clueless UA Phone Agent
Oct 22, 2010, 2:51 pm
#1
Original Poster
Join Date: Aug 2010
Location: AUS
Programs: CO - Platinum(now UA1K), Honors - Diamond, Starwood - Platinum, Hertz - Pres circle, National Exec
Posts: 118
CO Platinum and a clueless UA Phone Agent
Ok, so I have to rant for a moment, and maybe someone can tell me if I called the wrong number...
So I just booked a domestic flight for next week on UA operated by UA, Im CO Plat, We've all seen the emails about being upgraded reciprocally, and being able to select E+ seats... so my CO Onepass number shows up in the rez when I check on United.com, but I cant select an E+ seat.
No big deal I think, I'll just call United and see whats up... I talk to a somewhat hard to understand reservation agent, and after I ask how the process of selecting an E+ seat works, and to make sure I am on the upgrade list, she puts me on hold... no big deal I think, its a new process, she just wants to make sure she gets the correct info...
15 minutes (no exaggeration) later, she comes back only to tell me that only elite members can select the E+ seats without charge. I tell her I am Continental Platinum, she repeats what she just told me... so I ask her if I am on the upgrade list for the flights, she asks "I cannot give you a first class seat"... I explain that as of last week elite members are supposed to receive reciprocal upgrade privileges on either airline, and I just wanted to make sure I didnt need to do anything to make sure I was put in line for an available F seat... she repeats "I Cannot give you a first class seat"... and then asks if I have any more questions.... seriously? SERIOUSLY??
Im trying to remain upbeat about this whole merger thing and not act like a spoiled CO Plat whiney baby... because I think eventually it will be a plus to have a larger network... but it was as if this agent didnt have the words "merger", "upgrade", or continental platinum" in her vocabulary... Doesnt bode well for this "seamless" integration...
So I just booked a domestic flight for next week on UA operated by UA, Im CO Plat, We've all seen the emails about being upgraded reciprocally, and being able to select E+ seats... so my CO Onepass number shows up in the rez when I check on United.com, but I cant select an E+ seat.
No big deal I think, I'll just call United and see whats up... I talk to a somewhat hard to understand reservation agent, and after I ask how the process of selecting an E+ seat works, and to make sure I am on the upgrade list, she puts me on hold... no big deal I think, its a new process, she just wants to make sure she gets the correct info...
15 minutes (no exaggeration) later, she comes back only to tell me that only elite members can select the E+ seats without charge. I tell her I am Continental Platinum, she repeats what she just told me... so I ask her if I am on the upgrade list for the flights, she asks "I cannot give you a first class seat"... I explain that as of last week elite members are supposed to receive reciprocal upgrade privileges on either airline, and I just wanted to make sure I didnt need to do anything to make sure I was put in line for an available F seat... she repeats "I Cannot give you a first class seat"... and then asks if I have any more questions.... seriously? SERIOUSLY??
Im trying to remain upbeat about this whole merger thing and not act like a spoiled CO Plat whiney baby... because I think eventually it will be a plus to have a larger network... but it was as if this agent didnt have the words "merger", "upgrade", or continental platinum" in her vocabulary... Doesnt bode well for this "seamless" integration...
Oct 22, 2010, 2:52 pm
#2
Join Date: May 2006
Posts: 7,541
Hang Up...Call Again, there are some 
Agents at UA who still live in the 1980s...
Agents at UA who still live in the 1980s...
Oct 22, 2010, 2:58 pm
#3
Join Date: Jul 2007
Location: DCA
Programs: UA 1MM Gold, Hhonors Gold, Bonvoy Gold, IHG Platinum
Posts: 553
Call the CO elite line and have them talk to and/or transfer you to UA elite. They have a very convenient system that allows CO to call UA elite internally and even conference with you. A UA agent based out of the US that knows some of the current policies is key to getting anything accomplished with UA.
I do not know how upgrade waitlisting works, nor have had any experience yet. According to ua.com CO *Gs (yes grouped in that terminology) can get upgraded beginning 72 hours out on their metal. Since you booked your flight recently you should already by in line to be put on the u/g standby list but who knows about the depths of the jungle of the UA computer system. You can also call the UA elite line directly. There is a thread with the number listed. Hope this helps.
I do not know how upgrade waitlisting works, nor have had any experience yet. According to ua.com CO *Gs (yes grouped in that terminology) can get upgraded beginning 72 hours out on their metal. Since you booked your flight recently you should already by in line to be put on the u/g standby list but who knows about the depths of the jungle of the UA computer system. You can also call the UA elite line directly. There is a thread with the number listed. Hope this helps.
Oct 22, 2010, 2:59 pm
#4
Join Date: Oct 2009
Location: Houston, TX
Programs: UA 1MM Premier Gold, DL Gold Medallion, HHonors Gold, Marriot Rewards Gold
Posts: 619
Call CO Elite Desk
I hear you. Been in your shoes before.
Best in your case - call CO, ask them to call UA Elite desk - that will probably do the trick.
Best in your case - call CO, ask them to call UA Elite desk - that will probably do the trick.
Oct 23, 2010, 6:17 am
#5
Join Date: Nov 2009
Location: Colorado
Programs: UA 1K 1MM, Marriott Plat, Hertz 5-Star
Posts: 33
I have been flying a lot between DEN and IAD on UA planes, and have faced the same problem. Calling the CO Elite Desk is the best bet.
BTW...You should get added to the upgrade list automatically when you check-in. As a CO Plat/Star Allaince Gold, I have been upgraded about 2 out of 4 times since the beginning of October.
BTW...You should get added to the upgrade list automatically when you check-in. As a CO Plat/Star Allaince Gold, I have been upgraded about 2 out of 4 times since the beginning of October.
Oct 23, 2010, 7:15 am
#6
Join Date: Oct 2006
Location: Btwn EWR and PHL
Programs: UA 1K; Marriott Gold
Posts: 241
Oct 23, 2010, 7:57 am
#7
Join Date: Sep 2005
Location: OOL
Programs: VA Plat, QF LTS, UA MM, Hilton Diamond, Rydges Black, ,Le-Club Gold
Posts: 3,659
Oct 23, 2010, 8:10 am
#8
FlyerTalk Evangelist
Join Date: Jan 2003
Location: Brooklyn, NY, USA
Programs: DL SM Plat, B6 TrueBlue, UA MP, AAdvantage
Posts: 10,008
On CO, currently, if you're a non-elite, the call center you get connected to has had so many layoffs that you either get put on hold, sometimes literally for hours, or the system tells you it is overloaded and simply hangs up.
I'm no fan of the ICC, but at least it always pick up.
Oct 23, 2010, 9:01 am
#9
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Chicago
Programs: AA EXP
Posts: 11,956
Ok, so I have to rant for a moment, and maybe someone can tell me if I called the wrong number...
So I just booked a domestic flight for next week on UA operated by UA, Im CO Plat, We've all seen the emails about being upgraded reciprocally, and being able to select E+ seats... so my CO Onepass number shows up in the rez when I check on United.com, but I cant select an E+ seat.
No big deal I think, I'll just call United and see whats up... I talk to a somewhat hard to understand reservation agent, and after I ask how the process of selecting an E+ seat works, and to make sure I am on the upgrade list, she puts me on hold... no big deal I think, its a new process, she just wants to make sure she gets the correct info...
15 minutes (no exaggeration) later, she comes back only to tell me that only elite members can select the E+ seats without charge. I tell her I am Continental Platinum, she repeats what she just told me... so I ask her if I am on the upgrade list for the flights, she asks "I cannot give you a first class seat"... I explain that as of last week elite members are supposed to receive reciprocal upgrade privileges on either airline, and I just wanted to make sure I didnt need to do anything to make sure I was put in line for an available F seat... she repeats "I Cannot give you a first class seat"... and then asks if I have any more questions.... seriously? SERIOUSLY??
Im trying to remain upbeat about this whole merger thing and not act like a spoiled CO Plat whiney baby... because I think eventually it will be a plus to have a larger network... but it was as if this agent didnt have the words "merger", "upgrade", or continental platinum" in her vocabulary... Doesnt bode well for this "seamless" integration...
So I just booked a domestic flight for next week on UA operated by UA, Im CO Plat, We've all seen the emails about being upgraded reciprocally, and being able to select E+ seats... so my CO Onepass number shows up in the rez when I check on United.com, but I cant select an E+ seat.
No big deal I think, I'll just call United and see whats up... I talk to a somewhat hard to understand reservation agent, and after I ask how the process of selecting an E+ seat works, and to make sure I am on the upgrade list, she puts me on hold... no big deal I think, its a new process, she just wants to make sure she gets the correct info...
15 minutes (no exaggeration) later, she comes back only to tell me that only elite members can select the E+ seats without charge. I tell her I am Continental Platinum, she repeats what she just told me... so I ask her if I am on the upgrade list for the flights, she asks "I cannot give you a first class seat"... I explain that as of last week elite members are supposed to receive reciprocal upgrade privileges on either airline, and I just wanted to make sure I didnt need to do anything to make sure I was put in line for an available F seat... she repeats "I Cannot give you a first class seat"... and then asks if I have any more questions.... seriously? SERIOUSLY??
Im trying to remain upbeat about this whole merger thing and not act like a spoiled CO Plat whiney baby... because I think eventually it will be a plus to have a larger network... but it was as if this agent didnt have the words "merger", "upgrade", or continental platinum" in her vocabulary... Doesnt bode well for this "seamless" integration...
Oct 23, 2010, 9:05 am
#10
FlyerTalk Evangelist
Join Date: Jan 2003
Location: Brooklyn, NY, USA
Programs: DL SM Plat, B6 TrueBlue, UA MP, AAdvantage
Posts: 10,008
If you want E+ and UDU, just call thew CO OP elite number and have them connect you to UA's elite line...after that it should be buttah...
Oct 23, 2010, 4:27 pm
#11
FlyerTalk Evangelist
Join Date: May 2006
Location: SEA or BGR, Lower Earth Orbit
Programs: UA 1K
Posts: 17,217
don't worry some CO agents are just as clueless about recip. I was in 19C on an ERJ.I Wanted anything else for a seat. So I called, and asked for the change, no dice, CO elites only. Waited an hour, called back and miraculously the entire front half of the cabin was open.
But I agree about the ICC, it is horrible. I get a US agent about 50% of the time as a 2P.
But I agree about the ICC, it is horrible. I get a US agent about 50% of the time as a 2P.