Originally Posted by Tulane41

(bolded cliffs notes version)

Two issues I dealt with over the weekend that seem to need fixing...

1. Likely this one is an agent re-education issue. I was booking flights for 4 of us where I saw RN=3 and wanted to use GPUs. I called, booked the flights, then had my ticket split off into a separate PNR, applied to GPUs (which cleared) to the other 3, then a GPU to mine which was then waitlisted. Fortunately, I woke up the next morning to see that RN=2 but, of course, I hadn't been cleared from the waitlist. I called UA for (what I assumed) simple task of clearing my stuck GPU. I was told by 3 (3! One who claimed to be PMCO, and one who claimed to be a Supervisor!) different agents that, despite their being RN availability, they couldn't clear my upgrade because waitlist priority dictated that GS members on the waitlist should be cleared first. I tried 100 ways to explain that if there was RN space my upgrade should clear. Finally, just as I realized I was still within 24 hours from purchase and I was about to cancel the whole thing and rebook, Agent #4 was able to put me on hold for about 20 minutes and clear the upgrade, despite using an additional GPU that I then had to call this morning to have replaced.