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? 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.
Might not have an IT security line per se, but I do know they have an email direct to corporate security who would probably look into this if an agent came to them saying a passenger was quoting internal information from the PNR (and eventually get it back to IT to shut this down). Of course, I fear it's not a matter of
if that will happen, but
when
Originally Posted by
Wx4caster
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.
Calling MPSC means little for expecting it to be better, given a large amount of it is staff off-shore, especially at certain times of day. Whereas in reservations/premier/global services they staff with US based agents around the clock (and supplement with off-shore agents), there are times of the day when MPSC is
only off shore agents (ie US-based MPSC agents have certain times of day that simply aren't included in their bid). I've had reservations agents even mention being frustrated with MPSC when they have to call them, because they don't comprehend it is a UA employee calling to get something fixed and instead treat them like they are the MP customer. I'm not sure of the exact time, but I'm pretty sure I've been told 8pm central is when all the US-based agents are done staffing MPSC for the day, not sure what time US-based agents resume taking calls in the morning.