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United Airlines

“Brenda and Her Lies” (Was This United 1K Agent Dishonest?)

“Brenda and Her Lies” (Was This United 1K Agent Dishonest?)
Meg Butler

In one of our favorite forum thread titles in a long time, FlyerTalk user Montreal turned to the United Airlines forum to vent his frustrations with a United Premier 1K® phone agent who, according to Montreal, has been less than honest.

So the post starts,

So I have gotten this 1K phone agent before as the voice and the name sounded familiar, but I may have ignored her lies in the past as they must have not been as blatant or high in number. But last week there were three in a row, and I am considering reporting her not just to UA customer service but someone ‘higher up’ so that appropriate action can be taken on her training or any other issues she may be having.

The trouble began when Montreal called up the 1K desk on Tuesday, April, 10th to see if there was anything he could do to move himself up on the upgrade list he’d been on for 2 months.

What followed resulted in a lot of frustration for Montreal:

I am not sure if other people have had similar experiences with Brenda, but she seemed to protect her non-rev United colleagues and not helping a paying customer at all with any information, but rather outright lying. Her demeanor was obvious on the phone that’s why I didn’t confront her on the ORD flight not being sold out, and just wanted to hang up quickly so I could speak to a more helpful agent in person.
 We’ll let you read the rest and weigh in this forum thread.
View Comments (1)

1 Comment

  1. Lakeviewsteve

    April 16, 2018 at 9:39 pm

    I feel so sorry for Brenda having to put up with this type of call. Imagine if everyone called her and asked to be moved up the upgrade list but it wasn’t under her control. If anyone could move up the upgrade list what is the point in having one? Maybe upgrade lists should only be opened a week before flight time. Prior to that the status could be added to upgrade list but no priority assigned until one week in advance.

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