Are United Club Agents No Longer Able to Assist With Rebooking/Ticketing?
Aug 21, 2012, 2:27 pm
#46
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Aug 21, 2012, 6:16 pm
#47
Suspended
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Oh crap. Not enough sleep last night.
I've only been in the T6 club once, and it was not a good experience. Heck, I didn't even know it existed -- wish I still didn't!
Look, nobody is saying that you can NEVER get rebooked at a hub or in a club, or in a hub club. We are merely saying that we have sometimes been told that.
Pointing out anecdotal counter-arguments does not disprove the thesis.
I've only been in the T6 club once, and it was not a good experience. Heck, I didn't even know it existed -- wish I still didn't!
Look, nobody is saying that you can NEVER get rebooked at a hub or in a club, or in a hub club. We are merely saying that we have sometimes been told that.
Pointing out anecdotal counter-arguments does not disprove the thesis.
Do you have a problem with factual information?
Aug 21, 2012, 7:13 pm
#48
Join Date: Sep 2009
Programs: One Pass
Posts: 250
Since they moved to SHARES, yes, this is correct.
When you factor all the premium customers (F and C) and Star Golds and RCC members on the plane, there are likely 100 or more who need to be rebooked.
At 10 minutes a pop with SHARES, there's no way 2-3 club agents can handle this. That's on top of their regular responsibilities in the club.
On the previous PMUA system before the 3/3 system downgrade, it would have been manageable because rebooking/reissuing took only a small fraction of the time it takes now.
Absolutely not. Since 3/3, the trick is to blow off the customer and pass him down the line to let someone else deal with it.
Making up a rule like this is a very effective way to do that.
When you factor all the premium customers (F and C) and Star Golds and RCC members on the plane, there are likely 100 or more who need to be rebooked.
At 10 minutes a pop with SHARES, there's no way 2-3 club agents can handle this. That's on top of their regular responsibilities in the club.
On the previous PMUA system before the 3/3 system downgrade, it would have been manageable because rebooking/reissuing took only a small fraction of the time it takes now.
Absolutely not. Since 3/3, the trick is to blow off the customer and pass him down the line to let someone else deal with it.
Making up a rule like this is a very effective way to do that.
Not sure if you need it or not, but if you need a new ticket then the UC isn't pulling your leg. Mr. Smisek took all the ticket stock out of all the UC's and United customer service centers to save money I guess. So the only way to purchase new tickets or maybe even rebook with new tickets is to go out to the main terminal ticket counters now. 
I was unable to purchase a ticket at a United Service Center in ORD a couple weeks ago due to this.
AD
I was unable to purchase a ticket at a United Service Center in ORD a couple weeks ago due to this.
AD
Last edited by FlyinHawaiian; Aug 21, 2012 at 7:34 pm Reason: merge
Aug 21, 2012, 7:23 pm
#49
Join Date: Sep 2009
Programs: One Pass
Posts: 250
Sounds like there are 2 activities here:
Rebooking - UC agents should be able to do this, typically at the secondary desk beyond the check-in desk. Some outstations, such as JFK (and now SEA) claims that they cannot do this - that's just an agent who's too busy clipping his/her nails in the meantime.
New ticket purchase - Based on AD's observation, this can no longer be completed behind security.
Rebooking - UC agents should be able to do this, typically at the secondary desk beyond the check-in desk. Some outstations, such as JFK (and now SEA) claims that they cannot do this - that's just an agent who's too busy clipping his/her nails in the meantime.
New ticket purchase - Based on AD's observation, this can no longer be completed behind security.
Aug 21, 2012, 9:52 pm
#50
Join Date: Nov 2000
Location: ATL/TLV/SDF
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At BOS on Aug 10 when weather shut down EWR and all other NYC-region airports, I went to the club in terminal A where the agents were quickly processing reroutes for those heading west, including me, and I'm not even a club member. Very friendly, they were. Fast, too. But they are ex-CO and probably know SHARES a lot better.
Sunday at ORD during the UA455 fiasco, the B concourse club guard offered to sell me a day pass for fifty bucks so I could talk to someone. Yeah yeah, I know, it was a lot to ask, but she simply could have said no. Ended up going outside to the ticket counter.
Sunday at ORD during the UA455 fiasco, the B concourse club guard offered to sell me a day pass for fifty bucks so I could talk to someone. Yeah yeah, I know, it was a lot to ask, but she simply could have said no. Ended up going outside to the ticket counter.
Aug 21, 2012, 11:00 pm
#51
Moderator: Hyatt Gold Passport & Star Alliance
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I misconnected in IAD on Sunday and luckily the UC was open - a delayed Sao Paulo flight had kept them late. I reported my experience in my blog, but here is the appropriate except:
We landed at a little after 22:10 and my connection was at 22:02 so by right United need only have held the plane for 20 minutes to get me (and the other passengers) on. Of course arrival at the gate was faced by two agents chatting and so I knew the plane had gone. Whilst on the ground I check the UA mobile app and found that I had been rebooked the next day, via Newark, in Coach with a seat in row 35. OK, lovely option United but not mine! There were business seats available on that flight I confirmed with the app and had no idea of why the downgrade happened.
The Gate Agents suggested I join the 100 strong queue at Customer Service for rebooking. ‘No thanks – is United Club still open?’ I asked. Try the one at C8, the Sao Paulo is delayed and they are staying open!
Yipee!
Off I ran to C8 and encountered the best United employee I could have asked to meet.
I explained the problem, she looked at the computer, we cursed SHARES (United’s reservation system – imported from CO and very out of date) together. She agreed that the booking they had made didn’t work and when I asked whether I could go to London the next day on the daytime, she found space and rebooked me. In fact she did more than that – she had to call the SHARES helpline when it wouldn’t work – the question from the helpline agent ‘How far is Dublin from London?’ seemed odd but I guessed there was some rule about being able to book to nearby airports so I replied ’150 miles’, ignoring the issue of the Irish Sea. Eventually I left with a booking for UA922 for yesterday to London, two meal vouchers and having used one of my ‘Outperform Recognition’ certs on the UA mobile app. I have to say this agent was just superb, efficient, kind and helpful.
Whilst all of the code tying in to Shares was going on I check the Hyatt app and found that they had a room for $169 and so I called and booked it. Review to follow.
As she finished up my booking she also told me she was going off shift in 5 minutes and that she was walking to the main terminal so if i waited she would show me where to get the shuttle bus. Is that great service or what!
The Gate Agents suggested I join the 100 strong queue at Customer Service for rebooking. ‘No thanks – is United Club still open?’ I asked. Try the one at C8, the Sao Paulo is delayed and they are staying open!
Yipee!
Off I ran to C8 and encountered the best United employee I could have asked to meet.
I explained the problem, she looked at the computer, we cursed SHARES (United’s reservation system – imported from CO and very out of date) together. She agreed that the booking they had made didn’t work and when I asked whether I could go to London the next day on the daytime, she found space and rebooked me. In fact she did more than that – she had to call the SHARES helpline when it wouldn’t work – the question from the helpline agent ‘How far is Dublin from London?’ seemed odd but I guessed there was some rule about being able to book to nearby airports so I replied ’150 miles’, ignoring the issue of the Irish Sea. Eventually I left with a booking for UA922 for yesterday to London, two meal vouchers and having used one of my ‘Outperform Recognition’ certs on the UA mobile app. I have to say this agent was just superb, efficient, kind and helpful.
Whilst all of the code tying in to Shares was going on I check the Hyatt app and found that they had a room for $169 and so I called and booked it. Review to follow.
As she finished up my booking she also told me she was going off shift in 5 minutes and that she was walking to the main terminal so if i waited she would show me where to get the shuttle bus. Is that great service or what!
Aug 21, 2012, 11:30 pm
#52
Join Date: Jan 2005
Location: DEN
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I think most of us would take that as a given. Again, most of us here are much more concerned about the exceptional circumstances when one cannot get rebooked during irrops without leaving the club, then the routine instances where one can get rebooked.
Sep 5, 2012, 8:16 am
#53
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I'm happy to report that I was able to get rebooked at the SFO (International Side) United Club last weekend when our SFO-BUR flight was canceled. +1 and I had our PNRs split at checkin so while I was autorebooked on a later SFO-BUR flight, +1 was rebooked on a flight three days later . Working with the agent, I was able to get ourselves on a SFO-SNA flight and had our return shifted from BUR to SNA. It took the poor agent over 40 minutes to do all of this; I was very happy not to have waited in line to reach an agent and also have a place to sit while she worked with the Help Desk to get everything sorted out.
. Working with the agent, I was able to get ourselves on a SFO-SNA flight and had our return shifted from BUR to SNA. It took the poor agent over 40 minutes to do all of this; I was very happy not to have waited in line to reach an agent and also have a place to sit while she worked with the Help Desk to get everything sorted out.
Sep 5, 2012, 9:02 am
#54
Join Date: Jun 2012
Location: Boston
Programs: UA 1K
Posts: 272
Current United Club benefits are listed as:
"Personalized travel assistance" would reasonably include ticketing help, as in the past.
Interestingly, 2/2011 benefits for the then-Red Carpet Club were:
• Comfortable lounges centrally located in our busiest airports
• Personalized travel assistance
• Complimentary Wi-Fi service in all locations
• Complimentary selection of wine, beer and spirits
• Complimentary soft drinks, juices, coffee, tea and cappuccino
• Complimentary breakfast and afternoon snacks
So basically the same (except the comfortable lounges went away).
- Personalized travel assistance
- Complimentary Wi-Fi service in all locations
- Complimentary selection of beer, wine and spirits
- Complimentary breakfast and afternoon snacks
- Reciprocal club privileges for access to all Star Alliance® airline lounges
- United Club members may access Star Alliance member airline lounges with up to one guest when departing on a same-day flight on any Star Alliance carrier.
"Personalized travel assistance" would reasonably include ticketing help, as in the past.
Interestingly, 2/2011 benefits for the then-Red Carpet Club were:
• Comfortable lounges centrally located in our busiest airports
• Personalized travel assistance
• Complimentary Wi-Fi service in all locations
• Complimentary selection of wine, beer and spirits
• Complimentary soft drinks, juices, coffee, tea and cappuccino
• Complimentary breakfast and afternoon snacks
So basically the same (except the comfortable lounges went away).
I checked the United.com website and it says this about the united club amenities:
United ClubSM locations offer a wide range of amenities to make your experience productive and enjoyable:
Complimentary beverages and light snacks
Complimentary bar service
Agent assistance with reservations, seat assignments and electronic ticketing
Complimentary high-speed wireless Internet access
Telephones with data ports for computer usage
Complimentary local phone calls
Complimentary use of fax machines
Conference rooms with speakerphones and DVD players*
Complimentary use of photocopy machines
Current periodicals and newspapers
Information on local dining and entertainment options
Sep 5, 2012, 9:25 am
#55
Join Date: Apr 2003
Location: Orlando
Programs: DL 4MM/PM, UA 1MM/Gold, AA Paper
Posts: 1,386
About a three weeks, Mrs OrlandoFlyer and I flew back from LHR to EWR and I was booked on a later flight from EWR to MCO than Mrs. The UA Agent in the SC in EWR managed to get me on the earlier flight with Mrs., had my luggage transferred to the earlier flight, and got me an upgrade so we Mrs. and I sat together in F. Really did a good job with about an hour to go before flight time.
Sep 18, 2012, 6:46 am
#56
Ambassador: Alaska Airlines
Join Date: Nov 2008
Location: BWI
Posts: 7,390
Recent experience:
SFO domestic- My flight to IAD was overbooked, so the agent at the UC was able to add me to the volunteer list and protect me on the SFO-PIT flight.
EWR C3- The agent was able to rebook us on a flight the next day when our original flight was delayed 4 hours until almost midnight.
SFO domestic- My flight to IAD was overbooked, so the agent at the UC was able to add me to the volunteer list and protect me on the SFO-PIT flight.
EWR C3- The agent was able to rebook us on a flight the next day when our original flight was delayed 4 hours until almost midnight.
Sep 21, 2012, 5:11 am
#57
Join Date: Apr 2010
Location: Pikes Peak COS
Programs: 3 Month Delta Plat, UA PP 2.4mm, Marriott Lifetime Titanium, HH Lifetime Diamond, National EE
Posts: 426
I've had two recent experiences at both ends of the spectrum. At DEN, when I mis-connected to SNA an agent told me to hurry down to a LAX departure and "see if they will add you to the list". When I asked for other options, she said "I just gave them to you and I suggest you get down there now".
In PHX, on a crew time delay, the agent immediately booked me on AA (who immediately upgraded me to first, thanks AA!) to my final.
In PHX, on a crew time delay, the agent immediately booked me on AA (who immediately upgraded me to first, thanks AA!) to my final.
Sep 21, 2012, 5:23 am
#58
Join Date: May 2007
Location: variously: PVG, SFO, LHR
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I've had two recent experiences at both ends of the spectrum. At DEN, when I mis-connected to SNA an agent told me to hurry down to a LAX departure and "see if they will add you to the list". When I asked for other options, she said "I just gave them to you and I suggest you get down there now".
In PHX, on a crew time delay, the agent immediately booked me on AA (who immediately upgraded me to first, thanks AA!) to my final.
In PHX, on a crew time delay, the agent immediately booked me on AA (who immediately upgraded me to first, thanks AA!) to my final.
Sep 21, 2012, 5:41 am
#59
Join Date: Nov 2008
Location: Washington, DC
Programs: United Premier 1K 1MM; AA Plat Pro; Hyatt Globalist; Marriott Platinum; Avis President's Club
Posts: 2,529
In August I flew through ORD coming back from Asia and there was weather and tons of delays going to DC-area. The UC club agent spent a lot of time helping me to get on the earliest flight possible - rebook success. I think the UC agent was pulling the leg of the initial OP.
Sep 21, 2012, 10:02 am
#60
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I had a good experience with IRROPS at the SEA UC Club on Aug 31.
I was originally scheduled to fly SEA-SFO-SLC, but the SEA-SFO flight was delayed due to weather in SFO. The delay was such that I would have misconnected in SFO and had to overnight if the other flight wasn't delayed.
I went to the UC in SEA, and a very helpful pmUA agent started working on my flight. Rebooked me on a DL nonstop without even having to ask. Not only did I make it to SLC, but I got there 3 hours earlier than my UA itinerary.
I had an old GTEM card, so I gave it to him. Not only did he make me happy that night, he made my girlfriend happy as I was going to see her. ^
I was originally scheduled to fly SEA-SFO-SLC, but the SEA-SFO flight was delayed due to weather in SFO. The delay was such that I would have misconnected in SFO and had to overnight if the other flight wasn't delayed.
I went to the UC in SEA, and a very helpful pmUA agent started working on my flight. Rebooked me on a DL nonstop without even having to ask. Not only did I make it to SLC, but I got there 3 hours earlier than my UA itinerary.
I had an old GTEM card, so I gave it to him. Not only did he make me happy that night, he made my girlfriend happy as I was going to see her. ^