CO Improving in IRROPS?
Jun 28, 2011 | 3:10 pm
#1
Original Poster
Join Date: Oct 2008
Location: SFO
Programs: UA 1K, AA Plat Pro, Hyatt Globalist, Marriott Platinum, Hilton Diamond
Posts: 848
CO Improving in IRROPS?
Last week I booked a oneway reward for my sister. I got an email today saying that while her redeye from the west coast was unaffected, her connecting flight to Nantucket (ACK) had been canceled.
I called CO, and they agent informed me that they had rebooked her on an afternoon flightsome 6 hours later. I asked the agent why the flight was canceled in the first place, to which she somewhat surprisingly replied "mechanical." At that point her demeanor changed immediately, and she told me that while no reward seats were available, the 7 hour layover in EWR was "unacceptable."
After a 30 minute hold, I was beginning to lose hope. Shortly thereafter she came back on the line and informed me that she had coordinated with United to put my sister on the redeye to BOS. To my amazement, the agent then said that CO had booked my sister on a revenue Cape Air flight to ACK (usually goes for $185ish).
This CO Gold is extemeley impressedespecially considering it was a reward flight! Not bad at all CO, not bad at all.
I called CO, and they agent informed me that they had rebooked her on an afternoon flightsome 6 hours later. I asked the agent why the flight was canceled in the first place, to which she somewhat surprisingly replied "mechanical." At that point her demeanor changed immediately, and she told me that while no reward seats were available, the 7 hour layover in EWR was "unacceptable."
After a 30 minute hold, I was beginning to lose hope. Shortly thereafter she came back on the line and informed me that she had coordinated with United to put my sister on the redeye to BOS. To my amazement, the agent then said that CO had booked my sister on a revenue Cape Air flight to ACK (usually goes for $185ish).
This CO Gold is extemeley impressedespecially considering it was a reward flight! Not bad at all CO, not bad at all.
Jun 28, 2011 | 4:55 pm
#2
Join Date: Jan 2011
Location: San Francisco
Programs: AS MVP Gold, Hilton Diamond
Posts: 701
sounds like there have been quite a few posts in the past week talking about how much CO has improved. as someone who typically flies UA but has a few CO flights coming up later this year, i'm hoping this is a change i'll never have to encounter, but glad to hear that if i do, they are handling it much better than in the past
Jun 28, 2011 | 5:57 pm
#3
Join Date: Apr 2008
Location: SJO
Programs: TA Platinum (Now LifeMiles Diamond), CO/CM Platinum. (Now UA Premier 1K) AMEX Platinum
Posts: 379
I have maybe noticed an improvement also. On 11 June, our flight SJO-IAH was delayed due to crew rest caused by WX the night before. We missed our connection IAH-ORD-BOS (maximizing miles 
), and went up to the PC to see how we could get it sorted out as the counter lines down at baggage recheck were very busy. The agent told us that the 3 of us had been protected in First on CO IAH-BOS direct later that evening. We had EUA'ed partially on the misconnected flights but had only purchased coach seats. I thought that was very good handling for a WX issue.
It did take some time to get us out of UA's system and back over to CO, because that has to be done manually with a phone call from CO to UA.
I have not requested the original routing milage credit because of the fine treatment I received.
), and went up to the PC to see how we could get it sorted out as the counter lines down at baggage recheck were very busy. The agent told us that the 3 of us had been protected in First on CO IAH-BOS direct later that evening. We had EUA'ed partially on the misconnected flights but had only purchased coach seats. I thought that was very good handling for a WX issue.It did take some time to get us out of UA's system and back over to CO, because that has to be done manually with a phone call from CO to UA.
I have not requested the original routing milage credit because of the fine treatment I received.