Originally Posted by
arctikjon
As was touched on earlier, the reason for the PNR Stipulation is to prevent people from granting free bags to random people, or worse selling the privilege for less than what UA does (whats the value of a 3rd 70 Pound bag?). The rules are clear and posted and unfortunately it is your responsibility to understand them.
If you feel the agent was inappropriate in the treatment of you feel free to let them know. If you were told over the phone by an agent that she would get waived baggage fee you should bring this up as well. The phone agent was incorrect and the data point should be used to help reinforce the training of these folks.
I had this happen to me once too. I had a kid booked on a separate PNR from me and called a few days in advance to get the PNRs combined; the agent said they couldn't but put a note in my reservation that the kid should also get 2 free bags. Unsurprisingly, this didn't work (however, I think they should grant the benefit in this case as calling a few days in advance makes it obvious that someone isn't just picking up random strangers in the airport and helping them evade bag fees), but a letter to customer care netted $150 e-cert. But that was when UA was still relatively generous with regards to e-certs (~2.5 yrs ago).