Originally Posted by cfischer

my wife was on that flight too. Complete meltdown at SFO apparently. Really poor showing from UA. She called in (as she was told) and they said 'the flight is not cancelled - we can't help you'. Took apparently forever to mark the flight as cancelled by UA.
No hotel/meal vouchers in the app at all. She had to wait 2 hours to get to the counter where they told her, fat chance to get to Australia in business until March 4. They rebooked her in coach ...
Got to the hotel by 4 a.m. - line at check-in. At least AC by Marriott is a decent hotel in my books.

So here I am waking up to text messages this morning. Spend 75 mins on the phone with UA incl. a disconnected call and needing a supervisor in the end. Now re-booked for today on the LAST seat SFO-AKL-SYD-ADL.

This should NOT be that difficult when it is (yet another) controllable issue from UA. Really disappointed how UA treats Polaris passengers and status pax - at least this morning on the phone I got sensible agents who understood that 'controllable issue' (she said ... let me check .. controllable) allow OAL rebooking.