Originally Posted by 1KPath

I had two flights this week (res made well before 3/3) completely disappear from the reservation system...both had been successfully upgraded with regionals. After spending over six hours on the phone with the nicest but most useless agents I have ever talked to (and I am giving them the benefit of the doubt that it was the transition to Shares that prevented them from helping me) I was forced to go to LAX w/o confirmation of a reservation, three hours early...it took two senior UA CSRs and a CO assistant nearly two hours to find me in the system...only to find that my seat had been given away and the flight was now oversold! Fortunately, I knew one of the UA agents (for over 30 years) and he took it upon himself to put me on a DL flight...in F no less...but it took three levels of approvals before it happened. As I left the desk to run to the DL flight, my UA "angel" whispered to me that the new system just does not allow them to do what they were able to in the past and that the new UA is "not" about customer service...and please write to corporate since they will listen to the customer!