Originally Posted by
hotturnip
You people, always blaming the victim.
Yes, this was mishandled by the DL employee. They should have checked out whether the requested itinerary was possible, and confirmed it with UA and the passenger before doing any cancellations. I've had agents with various airlines handle similar situations, and they always offered me the itinerary and got confirmation from me BEFORE changing my booking.
I'd just try to edit my complaint down as much as possible and send it on. You might get a few miles thrown at you. They probably won't do much else, but at least you'll get the apology the agent did not offer. I mean, come on: they messed around with your booking and caused you to be a whole day later than planned. That deserves an apology. A good agent would have known to protect your existing booking.
But this tale is a good reminder to everyone--be VERY EXPLICIT when discussing these matters with rushed agents, so that they don't go rogue on you like this one did.
Yep. You'd be surprised how easy it is to cancel a segment. It's literally as easy as typing X(segment number) and a save and refresh would confirm the change and voila! The confirmed space is gone. It is easy as an agent to make a mistake and then you don't have the ability at your level to fix the mistake. Even if the agent explained his apparent error, the OP probably wouldn't have been very happy. It's an embarrassing situation to be in for the agent. That doesn't mean he shouldn't have tried to restore the cancelled segments by calling an inventory control or asking a supervisor with oversale ability reinstate the CVG connection.