Originally Posted by
mdavies
I called the UA Premier Desk, they had no idea how to fix the issue, sent me to tech support. They too could not fix the issue, and suggested I do this ^ exactly. Since I was departing from YYZ, I was told to do it in ORD since YYZ would not be "real" UA employees, but rather AC employees with UA access. So, when got to ORD, I asked at the United Club, and they told me there was no way they could scan my passport and update my account - they had no access to my account at all.
Not correct at all. It’s true agents in YYZ are contractors - it’s been that way for about the last 3 or 4 years, but unless something has changed recently, they most certainly are not from AC. I think they work for ATS, but can’t remember for sure now the company name. Even most UA stations domestically, except for hubs and major focus cities (like BOS, IIRC), are contractors. And even at that, they aren’t all UA unless that changed - the people checking bags behind the kiosks at ORD are still mostly Airserv, I think, and basically won’t do anything else but check ID, check bags and print out BPs. There are some ful-serve stations with UA folks, but definitely not all.
Not it sure about CS/Club, but they should be better. Last time I used the desk at the UC in ORD, they told me they could only handle changes to the itin. you’re currently on - they told me they couldn’t make changes to future itins or even look at them. YMMV, perhaps.