Originally Posted by
restlessinRNO
I question whether going to the gate would have helped the OP in these circumstances. There would likely be a hundred people lining up to talk to the agent, probably not a UA employee. Many would be general members with economy class tix, complex itineraries, all anxious to be rebooked.
The last time I experienced IRROPS, the agent that I got on the 1K number refused to rebook me, saying that I had to wait in line and talk to a gate agent because my flight was under airport control. Well, I patiently waited in line for over 90 minutes but never got to the desk before the delayed flight boarded. Needless to say, I missed my connecting flight and UA offered no rebooking options on the app that didn't involve a 48 hour delay. I finally got someone on the 1K number to rebook me after I landed in the hub, but the only option was to another city where I rented a car and drove the final leg to my destination.
OP, I'm sorry you had to experience the poor 1K CS that I and many others have become accustomed to post-COVID. Better luck!