Yesterday, I was forced to change to a later connecting flight (last flight of day from DEN to SEA) due to flight delays on the first segment of a two-segment trip. The 1K desk took care of the change confirming my seat on the later connecting flight prior to the departure of my first flight. However, due to long lines at the gates at IAH, I was unable to obtain a boarding pass for the new flight. As I taxied in to DEN the point for my second segment I received an EasyUpdate confirming my upgrade to First on the second segment.

Due to additional flight delays on the inbound flight I reached the gate 15 minutes prior to departure and requested my boarding pass. The gate agent told me she had no boarding pass for me since I had not checked in 20 minutes prior to departure and she had given my First class seat as well as my original confirmed coach seat away. I explained that I had been stuck in IAH for 4 hours due to flight delays and had arrived on a United flight 10 minutes earlier. I asked why would she release the seats of a 1K inbound on a United flight that would arrive on time for the passenger to catch the connecting flight. She told me it was company policy and she does not have time to check the itinerary of every United passenger late for check in, including 1Ks. A supervisor confirmed her story. The gate staff line was: “tough, it sucks for you but that is company policy”.

I would expect a company that supposedly values the business of their more profitable customers to see a 1K or GS was about to lose a seat and check the itinerary of that customer. Seeing they were delayed on an inbound flight but with a high probability of making the connection would hold the boarding pass until immediately prior to closing the flight.

Is this standard United operating policy or just lazy gate staff? Given United’s pathetic on time arrival performance, the odds of an on time trip completion comprising 2 segments and originating from IAH is around 24% (44% system wide) so this situation is more common than uncommon. What upsets me is that with United typically flying 100% full, the company would have stranded me in DEN overnight on a normal night due purely to incompetence, gate agent laziness or both. As a loyal customer, I find myself questioning why would I continue to fly United. For a little more context read the brief summary of my prior 3 legs traveled on United.

Is this just one of the things we accept as travelers or is this something that I should fight? I am considering offering United the opportunity to keep my business by compensating me for the entire experience. Minimum acceptable compensation would be a SW. Thoughts?

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For context, here are the previous 2 legs flown on United prior to the latest fiasco. This is typical of my flight experience On United this year:

Aug 9 UA 244 LAX to SEA cancelled ( 2nd segment on my return flight so I am already on my way home from business meeting); 1K agent tells me United can’t get me to Seattle on any United flight that day and earliest confirmed availability is 10AM next morning ( she is telling me this at 3 PM pacific). I request she see if any other airlines have availability and she says no. I call my travel agent and they tell me Alaska has availability. I call 1K desk back and tell them to put me on Alaska flight which they do. Why do I have to do a 1K agents job for her?

Aug 27, UA 7735 DEN to IAH gets diverted to San Antonio due to weather and we sit on runway fro 3 hours prior to departure for IAH resulting in my being trapped on commuter jet for 6 hours total DEN to IAH

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The long story forming basis for complaint letter to United CEO with flight details:

I was originally booked on UA 727 from IAH to Den on August 29th scheduled to leave IAH at 2:11 PM and arrive in DEN at 3:38 PM connecting to UA 407 departing 5:40 PM arriving SEA 7:40 PM. I was confirmed in first on both legs through upgrade / B fare class.

Due to summer weather, the inbound flight is delayed and my scheduled departure changes from 2:11PM to unknown, then 5:00PM, 5:30PM and finally 6:00 PM. Since I realize I will miss my connection, I call the 1K line to rebook on last flight out of DEN to SEA which is UA 509 departing 8:50 PM. I figure it’s worth trying to get upgrade so I request upgrade online using. 2X 500 milers. The lines at the gate at IAH are crazy due to everyone trying to rebook missed connections so I am unable to get a boarding pass for UA509 while at IAH

Flight 727 leaves IAH gate at 6:00PM and then we taxi for 60 minutes due to traffic and ATC 20 mile spacing requirements eventually taking off at 7:00 PM. We land at DEN at 8:20PM and I receive a EasyUpdate confirmation of my upgrade confirmation as we are taxing to the gate. By the time we reach the gate it is 8:25PM and I end up running from gate 40 something to gate 22 to catch UA 509. I reach the gate at 8:35PM and ask for my boarding pass. The gate agent tells me she has no boarding pass for me let alone any space in First since I arrived at the gate outside the 20 minutes window. I explain I was stuck in IAH for 4 hours because United delayed my flight. I then ask why would she not take the trouble to check the inbound status of a 1K passenger before giving away my seat and she told me company rules state that all seats are released 20 minutes prior to boarding and she does not have the time to check the status of each missing passenger including 1Ks. I ask to speak to a supervisor and he confirms the gate agent position.

Apart from the loss of my First class seat what really upsets me is that if this flight had been full, she would have given away my confirmed seat on this flight stranding me in DEN overnight. No question United’s IT systems are pathetic. Surely, an airline should be able to track the status (expected / actual arrival time) of a passenger flying on that airline’s equipment. However, I am curious to know whether I encountered a lazy gate agent or is this standard operating procedure. Why not take the trouble to check the itinerary of supposedly one of United’s most valuable customers before giving away their seat on the last flight of the evening?

I find myself questioning the rationale for airline loyalty. With United flying aircraft 100% full, does being a 1k increase your odds of getting alternative flight if your original flight is cancelled or delayed? Not in my experience. I have had an occasional agent give me a confirmed seat on an overbooked flight due to my status but this is the exception. Does United value 1Ks anymore? Does American or Alaska value top tier fliers more. Is it worth me even putting in the miles on UAL to make 1K this year or should I cut back on my travel or switch airlines.