How many agents does it take to change a reservation? LOL
Apr 15, 2013, 10:32 am
#1
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Location: Los Angeles
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I'm flying LAX-PTY (Panama)-PUJ (Punta Cana). Both flights are on Copa purchased on UA ticket stock. B fare, which automatically upgrades into Business at the time of purchase for 1k (all elites?).
I decided that rather than connect in PTY, it would be nice to overnight to see the canal. I called to make the change.
1st call, agent make the change and sent me to the *A desk to process the upgrade. *A was about to charge me 20K miles when I reminded them it was a free upgrade. They didn't quite know what to do, and told me they would just process it.
I check online to see the itinerary red flagged.
2nd call: Agent reissues the ticket then asked for an add collect of $751 for the Business ticket. I remind her the upgrade is free. She asks me to hold, then I get disconnected.
3rd call: Agent reissues the ticket and tells me price went down $40. Great! She reissues ticket. I go online and see that she took away my overnight.
4th call: Speak immediately to a supervisor. Now on hold as he (hopefully) straightens it all out!
Pray for me!!!
OY VEY!
The supervisor got me back on my flights, but he wasn't able to do the upgrade. The rate desk told him that it's only processed five days out. I quoted his (from ual.com):
"When flying Copa, instant upgrades are only available on Y, B, M, or H-class full-fare Economy tickets."
He went back to the rate desk, and they denied it.
He then said, "I'll take care of this."
On hold 20 minutes. Then web support in India answers. They couldn't do anything.
Help!
I decided that rather than connect in PTY, it would be nice to overnight to see the canal. I called to make the change.
1st call, agent make the change and sent me to the *A desk to process the upgrade. *A was about to charge me 20K miles when I reminded them it was a free upgrade. They didn't quite know what to do, and told me they would just process it.
I check online to see the itinerary red flagged.
2nd call: Agent reissues the ticket then asked for an add collect of $751 for the Business ticket. I remind her the upgrade is free. She asks me to hold, then I get disconnected.
3rd call: Agent reissues the ticket and tells me price went down $40. Great! She reissues ticket. I go online and see that she took away my overnight.
4th call: Speak immediately to a supervisor. Now on hold as he (hopefully) straightens it all out!
Pray for me!!!
OY VEY!
The supervisor got me back on my flights, but he wasn't able to do the upgrade. The rate desk told him that it's only processed five days out. I quoted his (from ual.com):
"When flying Copa, instant upgrades are only available on Y, B, M, or H-class full-fare Economy tickets."
He went back to the rate desk, and they denied it.
He then said, "I'll take care of this."
On hold 20 minutes. Then web support in India answers. They couldn't do anything.
Help!
Last edited by iluv2fly; Apr 15, 2013 at 12:43 pm Reason: merge
Apr 15, 2013, 11:36 am
#3
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I finally called COPA, and they processed the upgrade. But it caused a red flag on the UA side. So I called UA back. OMG!!! Back to stage one. Agent asks, "What are you using to support the upgrade." On hold again, now 25 minutes!
Apr 15, 2013, 3:04 pm
#5
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to answer your question - 3 for me today at DEN
flying a thru flight (one flight number with a plane change) and wanted to get out of the middle seat after the first leg. this is not hard -- even i know how to do it -- split segments and reassign seats on 2nd segment, add to UGWL. not rocket science.
1. MP premier line - "computer says no"
2. CSR at CS desk in B terminal - "computer says no"
3. gate agent at 2nd flight - 5 seconds of typing, out spits a new boarding pass with the last available E+ window (^), and my name is 20/30 on the WL (
)
flying a thru flight (one flight number with a plane change) and wanted to get out of the middle seat after the first leg. this is not hard -- even i know how to do it -- split segments and reassign seats on 2nd segment, add to UGWL. not rocket science.
1. MP premier line - "computer says no"
2. CSR at CS desk in B terminal - "computer says no"
3. gate agent at 2nd flight - 5 seconds of typing, out spits a new boarding pass with the last available E+ window (^), and my name is 20/30 on the WL (
)
Apr 15, 2013, 5:20 pm
#6
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to answer your question - 3 for me today at DEN
flying a thru flight (one flight number with a plane change) and wanted to get out of the middle seat after the first leg. this is not hard -- even i know how to do it -- split segments and reassign seats on 2nd segment, add to UGWL. not rocket science.
1. MP premier line - "computer says no"
2. CSR at CS desk in B terminal - "computer says no"
3. gate agent at 2nd flight - 5 seconds of typing, out spits a new boarding pass with the last available E+ window (^), and my name is 20/30 on the WL ()
flying a thru flight (one flight number with a plane change) and wanted to get out of the middle seat after the first leg. this is not hard -- even i know how to do it -- split segments and reassign seats on 2nd segment, add to UGWL. not rocket science.
1. MP premier line - "computer says no"
2. CSR at CS desk in B terminal - "computer says no"
3. gate agent at 2nd flight - 5 seconds of typing, out spits a new boarding pass with the last available E+ window (^), and my name is 20/30 on the WL (
)
Apr 15, 2013, 5:37 pm
#7
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nor does it explain why agent #2 told me (paraphrased) "computer says no because you are currently on the flight" to which i replied "clearly i am not, because i am standing in front of you here in the airport".i should have added that GA who succeeded had a hand written self made booklet of shares codes/cheats that he had to reference to deliver the goods. why UA cannot provide such a booklet, typed up and neatly organized is quite beyond me.
Apr 15, 2013, 6:34 pm
#8
Join Date: May 2008
Location: WAS
Programs: AA Ex Plt
Posts: 1,630
Quick aside. Trying to get an earlier flight to WAS the other day.
1. GA #1: You can't get on this flight. Immediately closes door. Never comes back. It was getting late and close to departure but but the flight had not closed yet - well it did as the agent closed the door and walked away. No IAD for me
2. GA #2:[other end of B at ORD] I can't wait list you to DCA. Huh?
3. 1K line agent #1: You are not allowed to be waitlisted. Huh?
4. 1K line agent #2: Sure hold on a second. You are waitlisted. Can I help you with anything else? yea for me plus I got on that flight
So maybe it takes 4 agents? I should give the first agent a break bc it was close to closing - but not closed - except he was so rude about it.
Cheers -
1. GA #1: You can't get on this flight. Immediately closes door. Never comes back. It was getting late and close to departure but but the flight had not closed yet - well it did as the agent closed the door and walked away. No IAD for me
2. GA #2:[other end of B at ORD] I can't wait list you to DCA. Huh?
3. 1K line agent #1: You are not allowed to be waitlisted. Huh?
4. 1K line agent #2: Sure hold on a second. You are waitlisted. Can I help you with anything else? yea for me
plus I got on that flightSo maybe it takes 4 agents? I should give the first agent a break bc it was close to closing - but not closed - except he was so rude about it.
Cheers -
Apr 15, 2013, 7:06 pm
#9
Join Date: Mar 2010
Location: Orygun
Posts: 461
IMHO, it generally takes three at the airport:
1) The original ASA helping you
2) A call/conference with their supervisor to get the to OK to change anything (rare to have that happen on pmUA)
3) Call to the help desk to get SHARES to do what the ASA is wanting to do to the ticket
My average is about 15 - 20 mins per transaction at the airport. Yes, I wonder why this airline is losing money.
1) The original ASA helping you
2) A call/conference with their supervisor to get the to OK to change anything (rare to have that happen on pmUA)
3) Call to the help desk to get SHARES to do what the ASA is wanting to do to the ticket
My average is about 15 - 20 mins per transaction at the airport. Yes, I wonder why this airline is losing money.
Apr 15, 2013, 10:16 pm
#10
Join Date: Mar 2012
Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
Posts: 6,355
It took three agents to *make* a reservation that would ticket for me last night. The first one set up the flights, applied an ETC, and took my credit card # for the balance. After 5 hours nothing had ticketed, so I called back. The second agent put me on hold for 40 minutes and then disconnected the line. The third agent asked for my credit card # again, put through the charge for the ticket. Now I see that I have two cc charges for the same ticket!
Apr 15, 2013, 10:36 pm
#11
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Wow... Second one today
I was trying to refare a ticket. Could get the fare online, but needed help from an agent. She told me to fare lock (pay the 6 bucks) and then she would retrieve it.
I do so. I give her the new PNR. She asks me to hold. Line goes dead.
I figured she would call back. No such courtesy.
I do so. I give her the new PNR. She asks me to hold. Line goes dead.
I figured she would call back. No such courtesy.
Apr 15, 2013, 11:46 pm
#12
Join Date: Jan 2001
Location: Somewhere I've Driven To
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IMHO, it generally takes three at the airport:
1) The original ASA helping you
2) A call/conference with their supervisor to get the to OK to change anything (rare to have that happen on pmUA)
3) Call to the help desk to get SHARES to do what the ASA is wanting to do to the ticket
My average is about 15 - 20 mins per transaction at the airport. Yes, I wonder why this airline is losing money.
1) The original ASA helping you
2) A call/conference with their supervisor to get the to OK to change anything (rare to have that happen on pmUA)
3) Call to the help desk to get SHARES to do what the ASA is wanting to do to the ticket
My average is about 15 - 20 mins per transaction at the airport. Yes, I wonder why this airline is losing money.
1) What's an ASA?.....do you mean CSR - customer service rep ?
2) We don't have to call a supervisor to get an approval - an agent either knows how to do something or they don't.....which leads to #3 ..
3) Yes, most agents at the help desk can help with or give us the entries we need.
Apr 16, 2013, 7:26 am
#13
Join Date: May 2006
Location: New York, London, Sydney
Programs: United GS/2MM, DL*P, VS*G, AA*EXP, Avis CHM, Hertz Platinum, Sixt*D, HH*D, HGP*P, Starwood*P
Posts: 9,847
This has happened to me several times recently. Not to point fingers, but always with Ex-CO CSRs. There is nothing more infuriating then being put on hold, by a supervisor no less!, after being passed around multiple times, only to find yourself transferred, with no warning or explanation, to bloody web support. Such unbelievable rudeness and laziness in a customer-facing position would be grounds for instant termination in any other industry. Luckily the GS desk has never pulled this crap, or I would have been wasting my time sending a letter to Smisek.
