Hi,
This complaint is two part:

a. Issue with not upgrading to First
based on the E-upgrade certs available and upgrades cleared
b. No
pre-boarding with kids.


For the first point:
I was travelling with my
family from BOS to SEA on July 20, 2008. The record locator for these
trips are
****** 2 pax
****** 1 pax (myself)
I had requested upgrade
for IAD-SEA leg only for all 3 pax and had requested to use my 500-mile
upgrade. I have 16 certs in my account. The distance with IAD and SEA is
2306 miles and should be covered by a total of 15 certs.
Nonetheless,
while checking in at BOS airport I was told I was upgraded (******)
using 5 certs. But for my family the agent incorrectly requested 6 certs
each. This made my account short by 1 cert. Instead of listening to my
argument that the IAD-SEA leg which is 2306 miles requires only 5 certs,
the agent wanted to sell me 4 certs for $200. It was like a used car
salesman
s opening salvo.
Of course after spending close to $2000 for
the trip I was not interested in spending more to cover up the agent’s
ineptitude. Not being able to upgrade because of the agent’s apparent
lack of interest to help a pax out was the first insult; which I may be
able to forget because of the amount of traveling I have done with
United and other airlines.
But the second point which I am about to
illustrate completely appalled me.
At IAD, I was with my daughter in a
stroller and patiently waiting to be pre-boarded. I was in line behind
another parent with a stroller. The gate agent let the parent (6A with a
child) in front of me pre-board and then had the temerity to tell me
that there is no pre-boarding and United does not do this. Before I
could reply, she quickly announces that all First, 1K and GS are invited
to board and directs me to the back of the line. I did board soon and
would not have complained about not being able to pre-board. But the
agent’s attitude and sheer discrimination has led me to complain about
this.
I understand these are trying times for the airline industry and
there is a need to sell upgrades and differentiate the elite customers
to retain and drive business. These are great strategies and much needed
in the business world but the agents are clearly not getting the right
message and treating the non-elite and mid-elite customers like
inconsequential eye sores.
The incidents, were they isolated, would have
made me fret and fume a few minutes. But the combination to both in the
same trip leads me to believe of shift change a higher magnitude.
I have
been a loyal customer of United for several years and have flown several
thousands miles in just 5 years. The loyal customer base is the key to
survival in the tough times and you will be a losing one soon.

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I got $250 in e-certs but that still does lessen the pain about the discrimination the IAD GA had shown.