Originally Posted by
KenInEscazu
.... This is a case of UA having become too rigid in their rules. ....
it is not just UA
Originally Posted by
KenInEscazu
....If an airline doesn't trust an agent enough to be discerning in cases such as this, they should just fire them (or move them to some other position if union agreements don't allow it). They should certainly not make the entire journey miserable for every passenger involved. Common sense.
This lack of empowering agents is a key element in decease in customer satisfaction among regular and irregular travelers.