I can't tell time? TSA Random Audit? No! It's United's Flyer-Friendly Service!
May 15, 2015, 10:57 pm
#46
Join Date: Jan 2013
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May 16, 2015, 12:07 am
#47
Join Date: Apr 2009
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May 29, 2015, 5:24 am
#49
Join Date: Jul 2005
Location: Scotland
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Brilliant post that highlights the two rules of call centre life:-
1 - As an employee, if someone asks you something that's outside your capability to answer, just make something up.
2 - As a customer if you don't get the answer you want, hang up and call again.
1 - As an employee, if someone asks you something that's outside your capability to answer, just make something up.
2 - As a customer if you don't get the answer you want, hang up and call again.
May 29, 2015, 6:43 am
#50
FlyerTalk Evangelist
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May 29, 2015, 6:47 am
#51
Join Date: Jul 2010
Location: IAH
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Hilarious post. Thanks for sharing.
I feel like we need an animated .gif representing this moment.
Get on that, Internet.
Get on that, Internet.
May 29, 2015, 8:55 am
#52
Join Date: Oct 2008
Programs: UA 1K, 1MM
Posts: 504
to the OP. thanks hahaha this was hilarious and I actually may have laughed out loud at my desk once or twice (particularly at this thought).
Really goes to show. if at first you don't succeed. hang up and call back. ugh.
Jun 21, 2015, 3:59 pm
#54
Join Date: Mar 2010
Programs: ua Gold, Marriott Gold, Hilton Silver, Hyatt Gold, National Executive, Avis First
Posts: 203
I got good enjoyment out of this thread when it was posted. Now, it has happened to me. Not able to check-in online, on the automated phone system, or with a phone agent.
First agent just said go to the airport (like the message said) and then I remembered this thread. I knew I would have a hard time telling the agent to try to "refresh" the reservation, since I could give no details on what that really means, but figured I would try anyway and call in again.
The agent tried to check me in, and of course got the same issue. Like the OP, she said "since it happens only at the very end of the check in process, that means our process works, and this is a TSA thing". I, sensing some doozies coming said (very politely) "So what will happen at the airport?" Wouldn't the same thing happen? The TSA won't be there to give me my boarding pass? Here response was "Oh yes, that's what they do at the airport."
Again, very politely I said, "I'm sorry, but the TSA will not be involved in actually giving me my boarding pass. I have no idea what involvement their systems have, but whether I get the boarding pass from you, online, at the United Kiosk, or at the United checkin-desk, there will be no TSA employees involved, correct? Isn't there something you can do on your end to try to refresh this of fix this?"
Her only answer was "All is fine our end. It will be ok when you are at the airport".
To the agents credit, she was very polite the whole time as well. But I think she was frustrated that I doubted her reasoning, as I was hers. Like the OP, I'm a Global Entry/Precheck person. I understand that guarantees nothing with their hope of "randomness", but I'm not sure what the TSA would do to prevent me from getting a boarding pass. Without that, I'll never make it to the TSA.
So, now I need to add a good bit of time in my day tomorrow morning to stand in line at the airport counter to get my boarding pass. Presumably from a TSA agent in a United uniform.
First agent just said go to the airport (like the message said) and then I remembered this thread. I knew I would have a hard time telling the agent to try to "refresh" the reservation, since I could give no details on what that really means, but figured I would try anyway and call in again.
The agent tried to check me in, and of course got the same issue. Like the OP, she said "since it happens only at the very end of the check in process, that means our process works, and this is a TSA thing". I, sensing some doozies coming said (very politely) "So what will happen at the airport?" Wouldn't the same thing happen? The TSA won't be there to give me my boarding pass? Here response was "Oh yes, that's what they do at the airport."
Again, very politely I said, "I'm sorry, but the TSA will not be involved in actually giving me my boarding pass. I have no idea what involvement their systems have, but whether I get the boarding pass from you, online, at the United Kiosk, or at the United checkin-desk, there will be no TSA employees involved, correct? Isn't there something you can do on your end to try to refresh this of fix this?"
Her only answer was "All is fine our end. It will be ok when you are at the airport".
To the agents credit, she was very polite the whole time as well. But I think she was frustrated that I doubted her reasoning, as I was hers. Like the OP, I'm a Global Entry/Precheck person. I understand that guarantees nothing with their hope of "randomness", but I'm not sure what the TSA would do to prevent me from getting a boarding pass. Without that, I'll never make it to the TSA.
So, now I need to add a good bit of time in my day tomorrow morning to stand in line at the airport counter to get my boarding pass. Presumably from a TSA agent in a United uniform.