Originally Posted by
jetsetter
FlyingNone,
I wouldn't have suggested the tactic for the op if I had not tested it personally
. Sometimes it has been the truth, e.g. out of money, and the agent I guess has taken pitty on me. I think you are a gate/ticket agent, so you know, the agents have a tremendous amount of flexibility even though this is in many respects unofficial. E.g. agents can waive things on an unofficial basis if they so choose to do so or are so inclined. It is my experience, and I've also worked as a travel agent, that an airline airport agent can pretty much waive anything if they want too. Some are more or less nervous about doing it. In this case though, I do think s*pmo/missed trip would apply? If not, why not?
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Yeah, I'm a UA CSR. Really we can't (to quote you), "pretty much waive anything if we want to". I know several people who were fired for repeatedly waiving and breaking rules. This is because United (like any other company) will audit things. The best thing that could have been done here is to have allowed them to standby at no charge (*) See note below. After all, things happen that make people late to airports/flights. I don't believe in "torturing" people by insisting they pay for the change so I will offer standby for the next flight but it's risky if flights are heavily booked or show full, in which case I will advise them and offer a confirmed seat at the applicable fee ($50 same day or $100 next day). The price would be different internationally.
* = As a general rule, we don't allow standby on international segments (I'm speaking for USA to an international destination).
Sorry, I take no pity on people who travel with no money - very poor planning(unless it was stolen or lost). I always laugh at how many times people have said this to me when asked for extra charges (date change fee, overweight or excess baggage, etc.). Then comes the hard stare-down (like they think we're going to not charge them). Finally comes the $100 bills out of their pockets. Amazing !!!