Originally Posted by
naumank
It's one thing to read the legal terms and another to provide good customer sevice. True, seat assignments are not guaranteed and UA has a good case in court. But a service company should do what's necessary to make customers happy.
A few years ago when I was GS, I got 9000 RDMs for losing an upgraded seat on a two hour flight because the equipment was swapped to a one class TED. I didn't care while in flight and never complained. The bonus miles were deposited automatically, followed by an apology email from the GS customer service. Based on your logic, UA should never have done that.
Of course, that was before Mr Smisek's reign. Good old times.
I've never received that high of a customer service from CO (only as a Diamond from Hyatt). I'm sure as a GS/PP, you still would receive that high level of CS but I feel like CS is being less and less emphasized as all legacy carriers try to nickel and dime everything. Like I said on previous threads, as these companies grow and grow, they will become to big to care.
So for me, the norm is not to expect CS but at-least protect yourself legally.