2002. The time when agents could think outside the box.
I was thinking about this incident a couple of days ago. I thought I would share here.
Around 2002, I was flying from Oakland to LAX. Somehow, my ticket to sequence was not in order, and the electronic coupon needed for my flight was nowhere to be found.
The Oakland station manager did some digging, and found that somehow that coupon was used for my outbound flight. I had no real coupon for the current flight.
She did some more digging, and then finally produced my boarding pass. She simply said, "all set."
When I got home, I looked sharply at the routing on my boarding pass. It said, SFO-Burbank. It turned out, the Oakland station manager found a months old ticket that I never used for SFO-BUR. It should have been voided. But it was still the system. She used that segment to get me on the flight.
Are United employees and empowered to use this kind of thinking today?