Originally Posted by
hdogan
Yep, ICTS, you're correct. I did try through the app, and calling in, and unfortunately, same thing - as the phone agent said, because my first original segment is operated by LH, the whole thing is locked in.
But as I mentioned, it's the check-in counter staff that told me they can do "it all" at the counter; and then it was a UA check-in supervisor (in UA uniform) that denied it, and gave the ICTS agent the laminated sheet with reservation phone numbers
Obviously they get that question often enough that they saw a need to print and laminate the card; and obviously they can't do anything onsite.
They can make changes at the check in area, there is one of the check in counters that is for flight assistance. This is where they help out those who mis-connect, etc. However they may not have been able to deal with you at that time due to volume or their priority was to run the check in to get the flights out.
That said, it is usually far easier to make changes online rather than wait on the phone or try to run around an airport looking for a ticketing agent. I have had no problems making changes online or in the app between *A and UA flights when ticketed on UA stock. You'll also see the buy up options in there. The caveat is that you pay the present fare, which at the last minute will be quite expensive. I think that this might be what the phone agent was trying to tell you and maybe you didn't understand...that they couldn't re-ticket you in your same fare class, or for the same price.