I’ll try and make this as short as possible, I want to just share with you my experience with UA and getting this ticket rebooked.

I called yesterday and spoke with someone on the international desk and let them know that I found a new itinerary on google flights that priced out correctly on United.com; I wanted to make the change. She told me the easiest and quickest way to do this would be to cancel the ticket and re-book with the new itinerary. She could do this for me and it wouldn’t take long. Fine - lets do it. This is when the craziness started.

She cancelled the ticket and input the new itinerary. When setting up the new itinerary, she wasn’t able to get me into the premium economy cabin, she couldn’t get the ticket to price out correctly, and she couldn’t get to the screen to even get me seat assignments. She told me she’d have to build the itinerary flight-by-flight but it would take some time, I said that was fine. 40 minutes later and back on the line ,she could only get me on the flights if booked into B and Y fare-class, and the ticket was pricing out $6000 higher than it should. This is when she told me she’d contact her pricing desk to get it fixed. I said fine. 45 minutes later and back on the line, the pricing desk couldn’t get me into premium economy, but had built an entirely new itinerary going into different cities and in the economy cabin only (not premium economy) and told me this is what I would have to do. Why? I paid for premium economy, so I’d be flying half-way around the world and if I even wanted E+, I’d have to pay for it. I was very very frustrated, I told her just to cancel the whole thing and I’d worry about it later, and thats what she did.

I emailed the Twitter desk with a screen-shot from United.com and Google Flights showing the flights I wanted and how it booked out correctly. It took overnight, but they got back to me with the correct itinerary booked, into the premium economy cabin where available, and E+ for free on the other flights. They just needed to collect $31 to book and ticket. I called United, remitted the payment and I’m good to go.

While I’m so thankful to the Twitter team for getting this done, what in the world happened on the phone? Any idea what was going on and why they couldn’t get this to book and price at all? And I still don’t understand why they wanted me to book and fly the itinerary in economy when I had a premium economy reservation?

Apologies for the length; I just wanted to share my experience. I’m very thankful to whoever works the Twitter desk for getting this done for me.