While using the easy checkin on a flight from LAS to DTW it offered an option to upgrade for $65.00. It seemed like a great offer considering my original ticket was non-upgradeable using certs or miles. Opting yes to accept the upgrade I received my boarding passes. While walking to first class security line I noticed that the upgrade was only for the ORD-DTW connection and 45 minute flight vs the 3 hour+ flight from LAS to ORD. There was no screen prompt to state only the short leg was upgradeable. The great offer quickly soured.

After a two calls to the 1k desk I got a great rep that approved the refund and said I could receive the refund at Customer Service while connecting at ORD or call Customer Relations on Tuesday. While at ORD, the Customer Service rep said outright she did not know how to do a refund. I pressed that she check the note on my PNR and call someone who could walk her thru the process. Then the response was all refunds must go to Customer Relations. Frustrated, I then had to go to the gate and get my original coach seat assignment for fear I'd get dinged for the upgrade.

Originally what was was a great offer that reaffirmed my loyalty to United is turning out to be a royal pain. And this is not the first time I've run into reps at Customer Service at ORD whose knowledgebase seems to be limited to issuing meal certs for delayed flights. I'd expect that at United's HQ hub, the staff would be the most trained and knowledgeable but that seems not to be the case. That on top of a glitch in the upgrade offer that does not alert the customer if all legs of a trip are not available for upgrade. I'm a bit put off by the situation but I know I can work the problem thru. (If I had waited in line a half hour for that answer, put off would have been escalated to PO'd.) I'm concerned about the average traveller under the same situation. It has the potential of turning them off to flying United. I'd think anyone sitting at a Customer Service station should never pass the buck and testing new programs should be the norm!