Originally Posted by SFOFastAir
(Post 20029075)
I would hope that the vast majority of hub agents are about as fast in SHARES as they were in FastAir. I grant that if a true ticket re-issue is needed that will require a call to the help desk (no training on how to do it). But if it's just a book and sync operation it should be done in about 30-60 sec once you decided on what you're going to book. UA or OA there is no difference in the time it takes to book and sync.
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Originally Posted by SFOFastAir
(Post 20029075)
I would hope that the vast majority of hub agents are about as fast in SHARES as they were in FastAir. I grant that if a true ticket re-issue is needed that will require a call to the help desk (no training on how to do it). But if it's just a book and sync operation it should be done in about 30-60 sec once you decided on what you're going to book. UA or OA there is no difference in the time it takes to book and sync.
So I'll believe it when I see it. ;) |
Originally Posted by channa
(Post 20029253)
That's nice, but I spent 90 minutes at the gate in IAD last week on a ticket reissue from UA to DL. It took four (4) helpdesk agents and two (2) GAs and two (2) supervisors to get 'er done.
So I'll believe it when I see it. ;) |
Originally Posted by channa
(Post 20029253)
That's nice, but I spent 90 minutes at the gate in IAD last week on a ticket reissue from UA to DL. It took four (4) helpdesk agents and two (2) GAs and two (2) supervisors to get 'er done.
So I'll believe it when I see it. ;) |
Originally Posted by SFOFastAir
(Post 20028712)
None of the cases you listed should be a problem policy wise going forward.
I would love to know the back-story for how these changes came about. It was quite a long time ago that Mr. Hand announced the return of common sense customer service, and yet those changes never materialized. Perhaps this is a sign that UA leadership is finally raising a white flag, and perhaps more is to come. |
Saw the new policy in action tonight after 3761 cx'd out of IAD. Everyone was handled in about 15-20 minutes. They brought over four more agents and processed everyone with relative ease.
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Originally Posted by Sulley
(Post 20029614)
Saw the new policy in action tonight after 3761 cx'd out if IAD. Everyone was handled in about 15-20 minutes. They brought over four more agents and processed processed everyone with relative ease.
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Is the war on elites now officially over?
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The biggest change in IRROPs for me has been the easy update call when I land somewhere and there has been an IRROP. Used to get the call that I have already been rebooked and see an agent to get my boarding pass. That hasn't happened once since 3/3.
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Originally Posted by hobo13
(Post 20029723)
Is the war on elites now officially over?
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Originally Posted by SFOFastAir
(Post 20029075)
I would hope that the vast majority of hub agents are about as fast in SHARES as they were in FastAir. I grant that if a true ticket re-issue is needed that will require a call to the help desk (no training on how to do it). But if it's just a book and sync operation it should be done in about 30-60 sec once you decided on what you're going to book. UA or OA there is no difference in the time it takes to book and sync.
True, indeed...........To reiterate, simple rebooking (same city pairs, 1-1 synch, 1-2 synch, 2-1 synch etc, UA to OA), easy enough. What gets involved and requires a call to the Help Desk are double connections, ie., UA to UA to DL with a different routing and possibly different city pairs on one or both ends or in the middle. I FINALLY got such a scenario a few days ago but didn't have time to ask the Help Desk agent to walk me through an exchange (had them do it). I looked at the E-ticket history (*ET + *EH) and I could actually decipher what the agent had done. Turns out there is a way to do an EVEN EXCHANGE in SHARES. Made another phone call and went over some points that I am going to try the next time I have this (or will definitely have an agent walk me through it). I really prefer to know it than make a phone call and wait on hold for a third party to do it. I hope I can figure it out. Yes, we've gotten a handout at my station recapping United's "new" (???) (my quotations) policies during Irrops.....Nothing appears "secretive" or "new" but seems finally back to PMUA's way of doing things. Can you say Empowerment? In my opinion, I didn't read anything different (into it) than the way we (PMUA) have always done it. Rebooking (or not) protection into full Y class has always been individual PMUA agent's way of doing things - some do, some don't. (Technically we are still to book in the same class ticketed or next lowest fare code up to and including Y class if that is the only thing left). I won't judge any coworkers who do it wrong by not checking availability or laziness but there still is a right way to do it. Also, you will now start seeing more agents rebooking offline if that is the only alternative, as well. Have not received any specific information yet on amenities for elites but that should be staying the same as always, I would not worry about losing the amenities as were given previously. We expect to have more informational sessions, feedback, etc. in the near future. I'm just glad it's swinging back in the right direction....there should certainly be more helpful "YES" answers forthcoming ! Passengers should also be proactive and request these things - other airline booking, amenities (if they qualify). I know you guys know all the rules but unfortunately a lot of "Kettles" do not so hopefully ALL agents will be proactive. |
Originally Posted by dparkinson
(Post 20029055)
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 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.
That's great! Thanks. The great thing about PMUA's irrops procedures right towards the end was that they figured out how to handle rebookings, etc in the back room and did it proactively, so if you landed in SFO late and missed a connection, you got a text apologizing for the delay and letting you know you were already rebooked into flight xxx, upgrade handled, etc. I haven't seen that happen at the new UA yet. Forget about the apology, just proactively handling the rebookings in the back room so you don't have 300 people waiting at the counter or the service center who all have to be handled individually one at a time. That would be a great improvement over what I've seen them do. And the agents also seem to have issues working the system, yes, that is still true. -David |
Originally Posted by iflyuaaa
(Post 20028813)
what about weather overnight delays for 1k? to me that's very key - hotel vouchers?
I never asked for anything other than reservations for the next days flight. It was really quite nice and a bit unexpected. This was at the end of last year, so something had already changed by that time. Hope this helps the discussion a bit.
Originally Posted by channa
(Post 20029253)
That's nice, but I spent 90 minutes at the gate in IAD last week on a ticket reissue from UA to DL. It took four (4) helpdesk agents and two (2) GAs and two (2) supervisors to get 'er done.
So I'll believe it when I see it. ;) I didn't wait around to see how that played out::rolleyes: |
Originally Posted by LIH Prem
(Post 20030151)
That's great! Thanks.
The great thing about PMUA's irrops procedures right towards the end was that they figured out how to handle rebookings, etc in the back room and did it proactively, so if you landed in SFO late and missed a connection, you got a text apologizing for the delay and letting you know you were already rebooked into flight xxx, upgrade handled, etc. -David When I landed I saw an email saying I had been rebooked on the next flight. All handled in the "new" United backroom no different than the PMUA days I did make my original flight, the gate agent @ my arrival gate contacted my international departure gate & I was last to board.^ In May my international flight was cancelled. I received a call from CO irrops desk in Hou, worked with me to get me to my destination via another routing & protecting my upgrades^ |
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