In my opinion, I think that is a an easy excuse to take blame off of an airline for not being explicit on something as simple as rules. We have the right to know these rules, and I expect to know them. Colo1K is correct in saying that it is appalling that the agents vary so greatly in the application of said rules.

I understand that the rules are very many and complicated and that in a perfect world, everyone would know everything and everything would be fine and dandy. However, for an agent to know an airline's policies and rules is not asking too much. The level of inconsistency we've been experiencing has simply gone off the edge. It almost feels to me like we're doing THEM a favor by flying them. Something wrong there, you think?

In addition, it is not always correct to blame individual agents on their personal incompetencies in applying said rules. There is evidence that United does NOT provide training to certain non-Service Director type reservations agents and simply expect them to either find out for themselves or say "no." Great approach.

Case in point. I posted earlier about the ability to see on United's reservations system some internet fares (not e-fares, the ones you get every mid-week day) on united.com. We've all been told "sorry, Sir/Ma'am, we can't see that fare - it's an internet fare." AFAIK, it's a load of hot air, because they CAN see it, just that only Service Directors were ever trained to look at them, so the rest of the agents are left on their own.

So in conclusion, the lack of consistency in training contributes to part of the entire story of dissatisfaction and lack of reliability. In essence, the disservice we deal with is partly a product of the management's failure to properly inform and train their employees and in the end, who loses out? EVERYONE - the customer who is increasingly fed up with inconsistencies like we are noticeably getting here on FT, the employee who feels like they are left to fend for their lives because they have no idea what their company policies are especially if they have changed (re: SWU 2003, non-upgradeable fares, fare rules) and in the end, UAL because some of us will defect if this doesn't stop.

Consider this a stern warning, United.

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When once you have tasted flight, you will forever walk the earth with your eyes turned skyward, for there you have been, and there you will always long to return.

- Leonardo da Vinci



[This message has been edited by *HighFlyah* (edited 03-25-2002).]