jetsetter

While I know some on this board have commended the CP desk service, I have not been so lucky with it. The service has been average to below average at best. Two recent examples come to mind:
1. I called the desk about problems with HP & US account conversion, after having sent 2-3 emails to the Chairman's email address. The desk basically told me to just keep waiting, even though it had been about 6 months since I first brought the issue to their attention. Finally, after I told the agent I had waited too long, they said that my records would be looked at and somebody would respond the same day or the next day, and nobody did. And nobody has;
2. There have been problems with code-share tickets where control of the e-ticket coupons have not properly transferred from UA to US. The desk often is unable to help and it takes everal calls to US and UA that I must make;
3. If I am making a ssame day change the desk never waives any fees, and tries to refare the whole ticket. Also I don't know how generally empowered the front line agents are or if they must ask their supervisors approval for any kind of even miner exception to policy.

As for DM right now the biggest thing going for it is comp domestic upgrades, but DL/CO/NW have that too and AA has that for top level Exec Plats. The row 1 upgrade was nice but that is gone on intl A330 flights. I don't see what advantages DM has over other programs, and in many if not most instances I think DM is below the rest of the US programs.

Finally US's same day change policy is inferior from a customer perspective to all the other legacy airlines. CO/NW/AA/UA all offer free earlier or LATER same day standby and NEVER charge you $25 to standby on the same day. DL charges general members $25 to confirm same day changes, but waives this for Gold/Plat on both earlier and LATER same day flights. US's official policy puts it at the bottom of the industry hands down. I begged people in another thread to challenge this assertion that US has the worse same day change policy and not one person countered that they didn't feel US had the worse policy.

Based on this information I don't think I'll be voting for DM for any of the 9 questions, and I will give US that they put an interesting spin on these votes that maybe the average non FT enthusiast won't get and maybe will just vote for them.