Originally Posted by
PTahCha
If they were helping another customer on the virtual queue, are you suggesting that they should hang off on the other customer, just because there is a person asking for assistance in person in a method that they (somehow) cannot support at that given moment? OP had an agent helping him with a mobile device, which was not resolving the issue, and they insisted to talk to the agent's colleagues who are busy with something else. How is this UA not helping the impacted traveler vs. traveler had a misunderstanding on who are they being helped by, which OP had admitted?
A sign that says "DO NOT APPROACH THE AGENT" would generate a similar response here on FT. #outrage
My understanding is the OP politely asked for the other agents assistance and I assume would certainly wait for the appropriate moment for help as the OP was obviously not going anywhere for hours. I don't know, I guess this is the new age on how to do business but its not for me. In my offices when someone shows up in person for assistance they take precedence over the phone.