JFKSFOLAX_friend

What happened to the OP?

sfmaus

Hopefully she's boarding today's flight 877 as we speak.

channa

Since the PMCO agents are also taking a long time to do rebooks, I don't think it's a conversion or learning issue as much as it is an issue with the system.

The entries required are very prone to error. Those of us who use command line systems know how easy it is to get a command slightly wrong or the syntax or ordering incorrect.

One agent provides a very good post mid-way down this thread with examples of the level of effort required to resync a ticket: http://www.flyertalk.com/forum/archive/t-1343504.html

They even go on to say that they cannot resync more than 2 segments of a ticket or change to an alternate airport without a phone call.

This was the example of a 2:2 exchange:

T-$EIR/S2/S3‡3363PWMIAD07MAY/991ORDIAD07MAY

Antipode

Oh, I don't disagree with that at all. It's not just a conversion/familiarity issue, it's becoming more apparent that it's just not as efficient and things take longer regardless of whether they know how to do it or not. But it certainly is exacerbated by PMUA agents having to learn a new system, and probably even PMCO agents having to deal with new policies or changes to the system that weren't necessarily there in the PMCO SHARES.

But not EVERYTHING is because of SHARES, which is what some people on this forum seem to insist.

TravellingMan

I feel sorry for the OP. If you are not a frequent UA flyer you will stand waiting in the line to be helped. It is easy for us to say go to the Club, call United etc. But if you are transiting through a foreign country, you are at the mercy of the airline.

I dont think the OP exaggerates about the 7 hr wait. Very possible in today's UA world.

I will suggest that the OP write a letter to UA explaining the circumstances and depending on the response do the following - Avoid UA on any future trips and dissuade friends and family for remotely considering UA. That is the only power left in his/her arsenal.

channa

Someone posted on UA's Facebook page about having to wait over 2 hours to drop a bag at EWR BF checkin.

TravellingMan

Ouch!

zombietooth

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wendySFO

I was at LAX UA counter to rebook a flight that I missed about a month ago. There were 3 agents at the counter, two were working on a issue for one passenger, another agent was helping a family rebook tickets plus hotel overnight. No line, just me waiting. It took almost 1 hour for me to be served. It was another 30-40 minutes to rebook me to the next available flight. Seems to me new system and perhaps new procedures slow down everything. I considered myself lucky to get on the last flight out of LAX that night but can't stop thinking why it took so long... I did call, the 1K line can't find any availabilities.

I can relate OP waited for 7 hours but still shocking there is no plan to react for a international flight cancelation.

sxf24

No, there are three people that say everything is a SHARES problem ten or more times a thread.

Where did I infer anything remotely similar to that.

channa

Much like the Gang of 11 or whatever they're called who like to distract from anything that puts the airline in a negative light.

If SHARES is not responsible for lengthy rebooking handling times, it would be useful to hear what your theory is.

inY

Insufficient staffing at customer service desks. Time to learn a new system, no matter whether better or worse. Insufficient authority delegated to frontline agents. Air France in CDG took an hour with one pax in front of me. Do they use SHARES?

PTahCha

There are phone banks and self-service kiosks right next to the customer service line at LAX.

Actually, since it was a CO club, it is COdbaUA.

sxf24

I would also add record load factors and disrupted operations elsewhere in the system. It is extremely difficult to reaccomodate when there's limited or no inventory available.

channa

Have you ever been in a rebook situation with CO/NewUA?

They're not spending half an hour hunting for flights. That's the easy part. It's the ticket reissue in SHARES that takes them forever.

Even the PMCO agent who helped me with my VDB rebook -- she spent about a minute confirming the flights, and another 20+ reissuing the ticket and printing a VDB voucher.

That's not to say there aren't situations where finding protection is a challenge. But the ticket reissues with the expanded network seems to be challenging the system due to the difficult-to-use interface.