Originally Posted by
fastair
Just like you all, on 1st glance, we see the booking code. With a little digging (pulling up reservation, reading the fare construction) we can see the fare basis code.
As to the confusion, I believe it isn't poor training, but a complete lack of it.
If what you see is the booking code - Z in this case - what more training do you need to know that it is a passenger seated in the forward cabin and who should be accommodated as such.
Also worth noting that UA had a period of time where their Q/H-UP fares would book into A and where an equipment swap or any other IRROPs would have the customer forced back to the underlying bucket, not the A fare. They eventually changed the rules and started offering comp in such situations, but they definitely had that policy for a while.