A waitlisted segment must still be "checked in" for. It is a part of a reservation without confirmed space, as opposed to confirmed space. Both require checking it (although there is a modifier the CS agent would use to check someone in for a waitlisted segment that would add them to the standby list.) A waitlisted segment CAN clear into confirmed prior to checking in. Standby on the other hand (the standard way) implies you are already checked in for a flight and will not clear via your reservation in advance.

Reservations agents deal with reservations, where segments are waitlisted. CS agents deal with operational issues, where checkin and stanby are the norm. 2 different systems linked together.


Have her check in, the agent needs to add the "w-" modifier. But really, refused her standby? I would only do that if someone needed to pay a fee and refused (not the case here) or the person came up to me after the cutoff and I would dis-service the confirmed people by delaying themk to add her. If the flight is more than 30 min out, there isn't any excuse I can see other than she has bags checked on the later flight (which would be an issue) other than her being too late to be added without negatively impacting those who bought and were confirmed on the flight.

On the other hand, if I have already started working the standby list (t minus 30 min) I won't add anyone new until after I have completed going thru those who were on it by the proper time. Time and space permitting, I would then add any addl people.