Originally Posted by
angetenar
You can see the cost at
Upgrade Awards. For HNL-GUM, that would be Hawaii to Oceania, which runs 20 to 30k miles, depending on the fare class.
Thank you, that is just the link I was looking for.
Originally Posted by
jsloan
No good ever comes from trying to challenge phone reps. I know you stated you didn't want to HUCA due to long hold times, but in this case that was your second-best option. The best option was / is to request a refund via the online form, which will then direct it to the refunds department instead of a first-level support rep.
Yes, getting an agent who thought that 7 ,500 miles was somehow an upgrade for HNL-GUM is/was the first key indicator it was time to let her go. Her next reponse that "this is confusing" was the second. [After all was finally resolved, she insisted, "it must have been a software glitch" :/ ]. To clarify, this was a call to the Mileage Plus Service Center, not general reservation line. While still a front-line I suppose, it should have at least been the front of the
correct line to know about upgrades.
Originally Posted by
jsloan
And, for the love of God, please do not start quoting line numbers from the PNR comments back to a rep. Besides making her feel confused and stupid, what would this possibly accomplish?
I will consider your input - my initial thought when posting is that early on in the conversation, something as cordial as, "if you have the PNR open, I believe the remarks for the mileage deduction are somewhere around lines 17-21" once it was apparent she did not see it, would have facilitated the call and kept us on the rails. Regardless of to quote line #'s or not to quote, my vent arose from the fact that there should have been ample information not just in the remarks, but also in the SSR information (not posted) to have made this request much easier than it was. So, I acknowledge your other option via the refund route (and of course, HUCA) would have been better at that point. I had been waiting on the refund for 2 weeks, so I thought a call might lead to a quicker resolution. A
FWIW, I would say the agent's remarks indicating that I either do not know how I purchased an upgrade, or know how to manage my account, or worse, that I was lying about a non-existant 7,500 mile award category made ME feel confused, possibly stupid, and frustrated.
Originally Posted by
jsloan
No, I don't really think that frontline agents have an IT security hotline to call, but it's very possible they have an internal Slack or something.
I am not sure what you are saying here WRT IT security hotline and internal slack. (?)