Originally Posted by
fastair
As to the confusion, I believe it isn't poor training, but a complete lack of it.
Sigh! I am hearing this more and more from my "angels" and family who work for UA. It seems that instead of being proactive and designing a system which is as user friendly as possible, they are patching together a system which no one knows how to use completely and requires multiple agents of different levels of expertise to jump through hoops to complete simple tasks!
In the past there were numerous agents (both UA and CO) who could do multiple complex tasks...reservations, check-in, changes, IRROPS etc without difficulty...usually within minutes if not seconds. Now we are reduced to a system that causes even the most experienced and trained agents to call understaffed help desks and supervisors for even the simplest issues...wasting both our time as well as the UA employee's time...often still not solving issues.
Thank you
fastair for your honesty and professional efforts...there are a lot of us that really appreciate you and your colleagues!
Originally Posted by
mmack
So the take away message is that if I have purchased a business Z or P fare, and there is an issue that requires re-booking on an alternate flight, I should be re-booked into a business class seat?
And if there are issues, call the 1K desk while chatting with the Gate Agent?
This is what I would do, but these days there is no guarantee of success! (for me it took a regional sales manager for UA and a station manager)