Yes - eventually. There seemed to be a basic disconnect about why I would want a refund while still seated in Polaris. My takeaway is that the average FT member is generally way more informed about these things than the average customer service agent.

In hindsight, it kind of seems like UA was a little aggressive in the initial rollout of these high-j airframes. Might have been better to be “surprise and delight” on an unpredictable basis if the 789’s were reliable, rather than “sell and disappoint” in the current situation.