Rant - CO people need to get off their high horses...Paging UA Insider
Apr 11, 2014, 11:02 am
#16
Original Poster
Join Date: Jan 2012
Programs: UA Gold MM, HHonors Gold, Hertz Five Star Gold, Marriott Gold, Avis First
Posts: 462
What I would like to know is how did you know it was a Tampa based work from home agent? Are you leaving out part of the conversation? I never know where the people are when I call, unless they have a non American accent.
And I agree with one of the statements above, why exacerbate the situation when you already knew you weren't going to get what you wanted from that agent. Just say thank you, hang up and call again. You brought the lecture on yourself. Yes, the agent should not have gone into lecture mode, but if you had ended the call when you said it should have ben the end of the call you invited the extra 2 cents from the agent. Then you come here and rant about it.
If you had ended the call your post probably would have just been about them wanting to charge the change fee and fare difference and you would not have gotten much sympathy from people here as you were outside the SDC window and there was no weather waiver in effect.
And I agree with one of the statements above, why exacerbate the situation when you already knew you weren't going to get what you wanted from that agent. Just say thank you, hang up and call again. You brought the lecture on yourself. Yes, the agent should not have gone into lecture mode, but if you had ended the call when you said it should have ben the end of the call you invited the extra 2 cents from the agent. Then you come here and rant about it.
If you had ended the call your post probably would have just been about them wanting to charge the change fee and fare difference and you would not have gotten much sympathy from people here as you were outside the SDC window and there was no weather waiver in effect.
If I did not get a lecture, I would not have posted at all. I don't post that often.
Apr 11, 2014, 11:06 am
#17
Join Date: Jan 2005
Location: DEN
Programs: UA Gold-MM, AA Gold-MM, F9-Silver, Hyatt Something, Marriott Gold, IHG Plat, Hilton Diamond
Posts: 6,393
Apr 11, 2014, 11:11 am
#18
Join Date: Dec 2011
Location: Indianapolis
Programs: UA 1K, Marriott Gold, HH Gold, SPG Gold
Posts: 383
Apr 11, 2014, 11:14 am
#19
Join Date: Aug 2006
Location: Minneapolis, MN (MSP)
Programs: DL DM, UA 1K MM, Subway Club Member
Posts: 1,988
What are you talking about? Based on what I've heard from home based agents is that their calls are routinely monitored by supervisors and it's not like the superiors are pacing behind the call center agents listening in. I doubt, there is a significant difference in the supervision.
Apr 11, 2014, 11:36 am
#21
Join Date: Oct 2012
Location: NYC
Programs: AADULtArer
Posts: 5,693
Of course not, but it is troll food to even discuss it. Let it die its own natural death in the rank stench of a beaten horse...or lime-eating emotional comfort pony.
Apr 11, 2014, 12:03 pm
#22
FlyerTalk Evangelist
Join Date: May 2006
Location: DTW, but drive to/from YYZ/ORD
Programs: Chase Ultimate Rewards 2MM, Diner Club points
Posts: 31,920
Is it really necessary to avoid telling us the destination? How many intl flights from IAH (sole flight of day) depart exactly 1:26 after a DEN arrival?
Apr 11, 2014, 12:35 pm
#23
FlyerTalk Evangelist
Join Date: Mar 2012
Posts: 19,510
OP, did I get the word problem right?
Also, are you really that concerned that a snow "event" - in Denver, no less - on a Sunday morning, no less - will cause enough de-icing delay (in DEN!) to significantly erode a 1:26 layover in Houston to the point that you will miss your connection? I could understand your concern if snow were predicted for IAH, but DEN? The temps aren't supposed to go below freezing in Denver until Sunday night, so I doubt much of it will even stick.
Apr 11, 2014, 12:53 pm
#24
Suspended
Join Date: Nov 1999
Posts: 24,153
I had something like that a few months ago wanting to leave OGG a day early, and that same night. I was all of 12 mins before T-24 to my next days flight. She was gonna charge me the change fee and Is aid forget it I will keep what I have , she then went into if Id purchase a Y instead of a G there wouldnt have been any limitations.
Before I could answer her she says I just noticed you are all of 12 mins too early for a free change as a 1K, I wish I could simply do it for you now but since its T-24+ I cant the computer wont let me w/o charging the change fee. She starts asking me questions about Maui, and after awhile she says OK its done as its now past T-24
So unless UA put out a wavier theres not much any rep can do, but as others have said it would be best if they simply tell us how much it would cost now to make the change and leave it at that, rather then go on and on about buying full fare going forward
Before I could answer her she says I just noticed you are all of 12 mins too early for a free change as a 1K, I wish I could simply do it for you now but since its T-24+ I cant the computer wont let me w/o charging the change fee. She starts asking me questions about Maui, and after awhile she says OK its done as its now past T-24
So unless UA put out a wavier theres not much any rep can do, but as others have said it would be best if they simply tell us how much it would cost now to make the change and leave it at that, rather then go on and on about buying full fare going forward
Last edited by l etoile; Apr 11, 2014 at 12:57 pm Reason: Removed deleted quote
Apr 11, 2014, 12:58 pm
#25
Original Poster
Join Date: Jan 2012
Programs: UA Gold MM, HHonors Gold, Hertz Five Star Gold, Marriott Gold, Avis First
Posts: 462
As far as I can tell, the only "sole flight of the day to an international destination" departing IAH exactly 1:26 after the scheduled arrival of a DEN flight is UA 1457 to POS, with a scheduled departure of 12:52 PM (UA 490 from DEN is scheduled to arrive at 11:26 AM.)
OP, did I get the word problem right?
Also, are you really that concerned that a snow "event" - in Denver, no less - on a Sunday morning, no less - will cause enough de-icing delay (in DEN!) to significantly erode a 1:26 layover in Houston to the point that you will miss your connection? I could understand your concern if snow were predicted for IAH, but DEN? The temps aren't supposed to go below freezing in Denver until Sunday night, so I doubt much of it will even stick.
OP, did I get the word problem right?
Also, are you really that concerned that a snow "event" - in Denver, no less - on a Sunday morning, no less - will cause enough de-icing delay (in DEN!) to significantly erode a 1:26 layover in Houston to the point that you will miss your connection? I could understand your concern if snow were predicted for IAH, but DEN? The temps aren't supposed to go below freezing in Denver until Sunday night, so I doubt much of it will even stick.
De-icing can take time in spring time as they are not geared for it like winter. But I hope you are right.
Apr 11, 2014, 1:01 pm
#26
Join Date: Aug 2011
Programs: UA 1K
Posts: 8,634
I had something like that a few months ago wanting to leave OGG a day early, and that same night. I was all of 12 mins before T-24 to my next days flight. She was gonna charge me the change fee and Is aid forget it I will keep what I have , she then went into if Id purchase a Y instead of a G there wouldnt have been any limitations.
Before I could answer her she says I just noticed you are all of 12 mins too early for a free change as a 1K, I wish I could simply do it for you now but since its T-24+ I cant the computer wont let me w/o charging the change fee. She starts asking me questions about Maui, and after awhile she says OK its done as its now past T-24
So unless UA put out a wavier theres not much any rep can do, but as others have said it would be best if they simply tell us how much it would cost now to make the change and leave it at that, rather then go on and on about buying full fare going forward
Before I could answer her she says I just noticed you are all of 12 mins too early for a free change as a 1K, I wish I could simply do it for you now but since its T-24+ I cant the computer wont let me w/o charging the change fee. She starts asking me questions about Maui, and after awhile she says OK its done as its now past T-24
So unless UA put out a wavier theres not much any rep can do, but as others have said it would be best if they simply tell us how much it would cost now to make the change and leave it at that, rather then go on and on about buying full fare going forward
Apr 11, 2014, 1:05 pm
#27
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
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Posts: 10,159
What are you talking about? Based on what I've heard from home based agents is that their calls are routinely monitored by supervisors and it's not like the superiors are pacing behind the call center agents listening in. I doubt, there is a significant difference in the supervision.
It is very possible that the information is incorrect. At the time I found it very hard to believe United would not have this basic capability. But as my personal interactions with the (fake) 1K line have varied tremendously in quality, it is almost believable.
Added: And in many call centers, it is absolutely routine to have supervisors roaming the floor listening to their agents and the interactions with customers. In a quality call center, that is exactly what is supposed to happen.
Last edited by goodeats21; Apr 11, 2014 at 1:06 pm Reason: added
Apr 11, 2014, 1:39 pm
#30
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Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
None of this matters. OP chose to purchase a deeply discounted ticket which carries change restrictions. Now, he wants to make one and he wants it as a freebie. The agent would not do that for him. Good on the agent.
Yes, OP certainly can try to SDC, if there is space available when SDC becomes available. But, that is always true. If every time that someone called to make a change and was denied and then involved SDC and the agent agreed to waive the change fee, nobody in their right mind would pay for refundable/changeable tickets.
Why the lecture from the agent? Because OP went off on something having nothing to do with his call. If he wants to call back within the SDC time-frame and there are seats available, that's great for him. And, if there aren't and this becomes a trip in vain (I think that the trip in "vein" relates to DVT - Economy Class Syndrome !), so be it too.
There is nothing wrong with calling and asking for a favor, but when it is denied, you move on.
Yes, OP certainly can try to SDC, if there is space available when SDC becomes available. But, that is always true. If every time that someone called to make a change and was denied and then involved SDC and the agent agreed to waive the change fee, nobody in their right mind would pay for refundable/changeable tickets.
Why the lecture from the agent? Because OP went off on something having nothing to do with his call. If he wants to call back within the SDC time-frame and there are seats available, that's great for him. And, if there aren't and this becomes a trip in vain (I think that the trip in "vein" relates to DVT - Economy Class Syndrome !), so be it too.
There is nothing wrong with calling and asking for a favor, but when it is denied, you move on.