Originally Posted by
MNTEERFLYER
WOW!!! I love it when I'm wrong. I call US Airways Silver Preferred line and the phone agent added my DM# with no hesitations. She even offered me the preferred seats that I wasn't able to choose online. The agent was fantastic!! Excellent customer service that I definitely did not expect. I've never had any real issues with US Air, but I'm certainly seeing a dramatic improvement with customer service.
You did just what I would have mentioned. I have done this in the past, where I was tickets on UA but the first segment was out of PHX on US metal. You call the US rez center and ask for the cross-reference number and also verify that you're on the upgrade list. A good agent (most of them) will know what you're talking about. Once you get the X-Ref PNR you can then manage the seating yourself on the US website.
I agree that Customer Service has improved, from my perspective.