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I hope I get IRROPed next week! And get an representative who is aware of the new policies!
"I've also been rebooked into Y the few times I've had an issue...must be the new culture"... This has happened to me several times and is not new. Not sure how it's triggered, or if it's just discretion, but got the Y bonuses. |
The previous IRROPS policies were reasonable. They were just not consistently applied, and many had a fear of OALs, even though they were expressly allowed.
But even the best policies won't overcome SHARES' issues. If it takes 15 minutes to rebook/reissue a ticket, that's still a problem. |
Originally Posted by channa
(Post 20028179)
The previous IRROPS policies were reasonable. They were just not consistently applied, and many had a fear of OALs, even though they were expressly allowed.
But even the best policies won't overcome SHARES' issues. If it takes 15 minutes to rebook/reissue a ticket, that's still a problem. Minus all the staff that has been reduced so there is hardly anyone at the gate to do the work. Times 200 PAX. Not pretty. |
Originally Posted by mitchmu
(Post 20027859)
sUA agents have a history and culture of serving the customer. I've found that most sUA agents will still break the rules to do the right thing. It's in their blood. But, the fresh new ones who barely have a driving license, and especially the sCO agents, have been brutal in their enforcement. It often seems like they enjoy saying no and exercising their power.
For example, I asked for a SDC at the checkin counter in IND, and got an agent who cheerfully spent at least 15 minutes figuring out a way to do it even though I was clearly SOL according to policy (G fare, and nothing below Q was available). When I thanked her effusively, she said, "Hey, it's good to be Platinum!" and winked. So there are good customer-focused sCO agents out there. Really. Also, I believe in fairies. :D
Originally Posted by mitchmu
(Post 20027859)
To the extent that expected behavior is dictated by a new policy and that new policy is better than existing policy, we should all be better off.
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I look forward to having only limited experience in dealing with these new IRROP policies. I know, it's a long shot. ;)
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I've been rebooked a little less than a dozen times due to IRROPs after the switchover, usually in Y. I have not had a problem. However only once did I receive the Y fare bonus when the miles posted. Surprised to hear that still comes through for others.
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Originally Posted by mitchmu
(Post 20027553)
The biggest issue that I have picked up from conversations on this topic is the refusal of agents to provide a reasonable range of alternatives, whether that means going with another carrier, or whether that means going with UA metal at a higher fare class. In fact, the single most egregious change I've seen discussed was that you can only fly in same fare class. So, if you bought an S fare, and your flight was cancelled, and the next available UA metal seat with an S fare is 3 days out, then you have to sit and wait 3 days to get on that flight, even if there is a UA flight leaving with an empty seat in 40 minutes, but it only has B buckets left on it.
Can you comment on how this scenario is treated under the new guidelines? |
Originally Posted by SFOFastAir
(Post 20028712)
None of the cases you listed should be a problem policy wise going forward.
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what about weather overnight delays for 1k? to me that's very key - hotel vouchers?
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Originally Posted by UA-NYC
(Post 20028768)
So what ARE these PMUA-esque (if not better) policies you refer to? Please do tell!
Maybe other FTer's can comment on pmUA IRROPS flexibility. |
Originally Posted by SFOFastAir
(Post 20028818)
Basically in terms of getting to where you need to go the guidelines allow us to do just about anything to get you there with the least amount of delay.
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Originally Posted by cerealmarketer
(Post 20028830)
Sounds like the old Gordon Bethune "burn the policy manual in the parking lot" move back in '94....which started to be dismantled to "no waivers / no favors" post 9/11.
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Originally Posted by SFOFastAir
(Post 20028818)
Basically in terms of getting to where you need to go the guidelines allow us to do just about anything to get you there with the least amount of delay.
Maybe other FTer's can comment on pmUA IRROPS flexibility. |
pmCO always rebooked in full Y if all that's avail, and if original class of service wasn't avail, they booked whatever was during IRROPS. I've never had a request turned down during IRROPS on them, even in EWR. Hotel vouchers and meal vouchers may be different post-3/3 but rebooking certainly hasn't been. I can't imagine what the big change is.
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Originally Posted by channa
(Post 20028179)
But even the best policies won't overcome SHARES' issues. If it takes 15 minutes to rebook/reissue a ticket, that's still a problem.
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