Well, it's also possible there was a substantial fare difference between the flights. If OP was asking to waive both a change fee and a fare difference, I could understand some hostility. Did OP verify it was the same fare for the next day?
The fare difference the next day was $16. (Originally would have been $0, but had gone up by the time I called in)
Originally Posted by
bob_the_d
the lecture and scolding was pretty gratuitous though. as long as the OP was polite about it, all the agent really has to say is "i'm sorry, under the fare rules we cannot change it for free" or something along those lines. the fact that the agent felt the need to go and give his opinion to a paying customer is pretty stupid. that is an example of poor customer service.
I most definitely was polite, which is why the hostility was surprising. MRs or not, this isn't personal.
Originally Posted by
Kacee
The hostility by a CSR is of course never warranted.
But let's not lose sight of the fact that OP, an experienced UA flyer, made multiple HUACA attempts to make a fee-free change after the 24 hour deadline, including escalating to a supervisor. I can understand why a CSR might have found this annoying.
I can understand that it is pushing it sometimes to ask for these exceptions. Though in my defense, I wasn't calling a day after or the week after. It was within a few hours. Not saying that rules don't apply to me, but it can't hurt to ask. (and maybe ask again if it matters) As I also said, I don't make this a habit.
Originally Posted by
Often1
2. UA appears to have upped its game and is better documenting the phone bankers (HUCA). Thus, the supervisor could see that this wasn't a simple escalation.
3. While MR's are perfectly within the COC, they are not the business any carrier wants to actively encourage.
So, for reasons 2 & 3, the answer is "no" as a matter of the supervisor's discretion.
Absolutely-- just surprised at the CS supervisor's hostility and lecture. #2 I suppose is inevitable. Have to be judicious with the use of HUCA. And #3 is arguable. I'm buying up a fare that is probably marginal revenue for UA. It would probably have been an empty seat. And if not, now the other person that needed the seat will have to buy a higher fare. See, I'm helping UA despite the customer unfriendly policies they've put in place!
Originally Posted by
GoAmtrak
That said, OP should indeed feel lucky at having had the rules bent (as tasteless, misguided, and unwarranted as the sup's comment was).
I always do
