Originally Posted by UAgeek71

Follow up question to the group at large - I think WL to I/IN been a perk that appears to be going away, since the dynamic chart, and poorly trained agents vs expert agents aside - when I book a ticket, and spend miles, the only information I have to go on in terms of rules and policy for that travel is online and what UA publishes. That is the basis of how I would engage the booking, and be bound by those rules and terms. If that is "incorrect" / inconstant from some system that I as a customer have no access to (wingtips), I suspect this violates some laws in places. I am NOT suggesting legal action, or anything related to that so please put down the flame throwers - but I am saying the rules need to be consistent so that I can fairly decide to enter that transaction. Example, (being overly simple) I see a price tag on the shelf for apples at 10c each, but the "computer" rings them up at 12c. If I went to the manger, almost always, I should pay the 10c no matter what the computer "says". Same would go for a policy printed on a purchase receipt, that says I have a 30 day window to return or upgrade the product, but when I try and upgrade the product in 12 days, being told, no you can't because the computer says the rule changed - you can't get away with that in most places I would think.

Using those rules, if I see the only seat right now available in XN, but have the miles and would reasonably redeem them for IN, so I engage the ticket with that in mind - knowing the published rules say this is exactly what I can do, only to be told sorry the computer says we can't do that anymore is definitely an issue that needs fixed just as much as the agent training.