Originally Posted by
sbm12
Sure.
And in this case the customer bought the fare and then decided later they didn't like the terms of the fare so they're trying to change it. By calling multiple times and not accepting responsibility for the decision they made to buy that fare. And yet still UA is the "bad guy" because the passenger in this case "sensed underlying hostility, and called the supervisor out on it" which basically means that we have no idea what the passenger was saying on the phone to the CSR but they didn't like what the CSR said back and then the passenger ratcheted up the stress level in the discussion.
The OP has admitted that they do this from time to time, though they also try to pretend that it is OK because they "don't make a habit out of it." Though we also have no idea how often they actually do it. And the CSR, seeing a scenario where the customer isn't actually providing value to the company, bothered to tell the passenger that.
Sometimes the truth hurts. If you cannot handle being told "no" then stop asking for favors from people who don't owe them to you.
I get that my view might not be popular here, because the company is always evil and we should have the rules bent whenever we want seems like the general view of the forum. But, quite frankly, that's a stupid view and one which is not good for the customer nor the company.
I never justified the HUCA attitude for a favor or the extreme you've taken to, so please take that strawman somewhere else. However, it is also a popular mantra here on FT that if you don't like what you're told, you HUCA. I'm sure you've probably done it a few times in asking for a favor.
I don't think UA owed him anything, but you never know what you can get if you don't ask.
That said, there's no reason for hostility on the supervisor's part. He may not agree with what the OP was doing, but there are ways to call a customer out without being a jerk about it. If I sensed hostility from a CSR, I'd call them on it too.
Originally Posted by
BearX220
Those (normal, well-adjusted) airline employees were perhaps pleased that you value your relationship with US so much, you were buying more product than you strictly needed in order to have status. The UA CSR has been taught to be angry at the same customer behavior.
Quite honestly, that's the biggest difference I've seen since moving to US from UA. US actually values my business and bends over backwards to take care of me.
I haven't asked for anything unusual from them. When I have an issue with them, they take care of it the first time. If I send an email into DM CS (even the general email) and ask for a call as the 800 # CS's couldn't resolve the issue, I get a person calling me back within 24 hours on business days. I've even had calls back within a few hours of requesting them.
Whenever I've been given bad information, they honored what I was told.
When I call an elite line (even when I was a silver), I got a US-based agent answering me usually within 15 seconds. "Busy" times were under 5 minutes.
Yes, US has an arguably inferior product compared to UA. They don't have IFE or E+. Their FFP is a little on the stingy side. Their food isn't served as often as UA's. But I've never felt like crap traveling their airline, and how they've treated me since I've come over is a large part of why I've stayed. US values what I've contributed, and when they noticed my travel tapered off a bit (due to budget cuts at work), they sent me some encouragement to get me to fly more. It worked.
Contrast this to UA, when I've had to fly them for Asia. They screw up my ticket and can't fix it after 3 calls. I had to go into an airport to get it fixed. Every issue has to have the help desk called. The squabbling between PMUA/PMCO employees. I don't even feel valued on a paid C fare. Imagine what a kettle on an L fare feels.
Plus, US's version of SHARES actually works - well at least better than UA's.
Originally Posted by
danielonn
United has to make money and is gracious to give the customer 24 hours which its enough time to catch a mistake so the OP decided to gamble and call after the 24 hour grace period that was his mistake.
It's not graciousness on UA's part. It's the law. UA wasn't being nice and making a one-time exception when they canceled your ticket within the 24 hour period - they were legally bound to.
After 24 hours, you're on UA's good graces in asking for a favor.
BIG difference from what you're saying.
Originally Posted by
sinoflyer
You didn't just ask for assistance. You asked for assistance multiple times and was denied each time. And every time this happened, the agent had likely added some comments in your PNR. So when you say your tone was "nice," it actually comes across as condescending because essentially you are saying to the next agent (who was probably reading the comments while you were talking) "the previous agent wasn't helpful, but maybe you are nice enough to do me a favor." You were essentially belittling their colleagues.
Yeah, and that's often because the previous agent wasn't helpful. How many times do you hear No on UA anymore? No and "I can't help you" is the default response on UA - even if they could.
I find it odd that people are bashing the HUCA practice when I've seen some of the people complaining about it advise it in the past.
Belittling their colleagues? Please.
I guess we're automatically supposed to accept No as an answer - even in times when we know we're right and something CAN be done per the rules and an agent is just refusing to be helpful.
And UA wonders why it's losing customers.
Originally Posted by
halls120
So, here's our summary so far.
The OP was wrong for trying to game the system outside the 24hr window. It's a very simple rule, and using HUACA to get around it is arguably offensive.
The CSR was wrong for being critical of his MR. If UA doesn't want mileage runners, they should stop advertising the benefits of acquiring miles.
Perfect summary. Let's close the thread now.