Brenda and her lies (1k phone agent not being forthcoming)
Apr 17, 2018, 1:07 pm
#61
Join Date: Mar 2017
Programs: mileage plus 1K, HHonors Diamond, Hertz Presidents Circle
Posts: 4
UAL 1K agents are solid though I agree there are times when many avoid going above and beyond if you have more than the most basic of questions. I get the attitude or unwillingness I hang up and call again, which I should not have to and adds frustration but at least i get the results.
Apr 17, 2018, 2:18 pm
#62
Join Date: Dec 2005
Posts: 25
You people who keep chanting "if you want an upgrade, just buy it!" are apparently unfamiliar with frequent flyer programs (easily half the reason why FlyerTalk exists in the first place). Read the various wiki threads and see how people upgrade instead of spending thou$ands of dollars on the same tickets.
Apr 17, 2018, 6:05 pm
#63
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Posts: 27,240
You people who keep chanting "if you want an upgrade, just buy it!" are apparently unfamiliar with frequent flyer programs (easily half the reason why FlyerTalk exists in the first place). Read the various wiki threads and see how people upgrade instead of spending thou$ands of dollars on the same tickets.
As they say in Atlanta, WFBF - want first, buy first.
Apr 17, 2018, 6:36 pm
#64
Join Date: Jul 2014
Location: Rowley, MA / Edgartown, MA / Christiansted, St. Croix (USVI)
Programs: UA LT GS/4.96MM, Marriott LT Titanium, IHG Platinum, Global Entry, TSA Pre✓, Korea SeS, APEC
Posts: 579
allegations, it was the OP who is calling Brenda a liar at least 3 times, strong allegations, even after he now knows she was simply following UA policy. Being on the 1K desk is stressful enough as it is without being badgered about a free upgrade. Give the poor woman a break. The OP wants her retrained, or likely worse, over his displeasure of not receiving a free CPU. This is way out of balance and inappropriate, IMHO.
Apr 17, 2018, 8:28 pm
#65
Join Date: Sep 2013
Location: IAH
Programs: Marriott Plat, Hyatt Globalist, DL Plat, UA Silver
Posts: 4,043
Brenda was doing her job by not disclosing information but clearly was being unhelpful. It's her job to help PAX and figure ways to keep them happy.
OP OTOH shouldn't expect upgrades this day in age. The old days of upgrades are pretty much gone.
OP OTOH shouldn't expect upgrades this day in age. The old days of upgrades are pretty much gone.
Apr 17, 2018, 8:43 pm
#66
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
Apr 17, 2018, 8:59 pm
#67
Join Date: Jan 2016
Programs: UA 1K; *G, AA Plat
Posts: 1,700
Woah there. It is not ANY UA's agents job to "figure [out] ways to keep them (passengers) happy". No. Just No. Not even close. People will inherently take advantage of this if it were true. "I'm only happy if you get me onto this flight in business". "I'll be happy if you waive all my change fees". "I'll be happy if you let me skip the first leg of my 2 leg intl trip so I can save 2K".
Apr 17, 2018, 9:42 pm
#68
Join Date: Sep 2013
Location: IAH
Programs: Marriott Plat, Hyatt Globalist, DL Plat, UA Silver
Posts: 4,043
Woah there. It is not ANY UA's agents job to "figure [out] ways to keep them (passengers) happy". No. Just No. Not even close. People will inherently take advantage of this if it were true. "I'm only happy if you get me onto this flight in business". "I'll be happy if you waive all my change fees". "I'll be happy if you let me skip the first leg of my 2 leg intl trip so I can save 2K".
Apr 17, 2018, 11:39 pm
#69
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
Brenda seemed like an agent that was trying to get OP off the phone based on lie #2 & 3.
Sometimes you deal in customer service unrealistic expectations and you have to try your best with an exit plan.
Apr 17, 2018, 11:52 pm
#70
Join Date: Jul 2014
Location: Rowley, MA / Edgartown, MA / Christiansted, St. Croix (USVI)
Programs: UA LT GS/4.96MM, Marriott LT Titanium, IHG Platinum, Global Entry, TSA Pre✓, Korea SeS, APEC
Posts: 579
The frequent traveler can take steps to make his/her life a little easier, get TSA-Pre, Global Entry and an APEC card. Join Priority Pass and/or get Gold status on Star Alliance for better lounge access. Just don't expect something for nothing but be delighted when and if it happens.
Apr 18, 2018, 12:23 am
#71
Join Date: Jan 2012
Posts: 8
Even outsourced agents have the duty to keep information confidential.
Apr 18, 2018, 1:18 am
#72
Original Poster
Join Date: Jul 2001
Location: Montreal, Quebec, Canada
Posts: 425
Last edited by WineCountryUA; Apr 18, 2018 at 1:19 am Reason: discuss the issue;not the poster(s)
Apr 19, 2018, 2:24 pm
#73
Join Date: Dec 2012
Programs: United 1k
Posts: 23
Now I know why there's a long queue when I called 1K line. Everyone wants to get upgraded of course. But I would rather keep the 1K line or gate agent clear for real travel emergency. I do not want to see all 1K members calling 1K line all the time to ask agents to spend enormous amount of time to get upgraded. Upgrades are benefits, not a privilege. Don't get me wrong, I do not like the way United treated its customers, but I do have to stand on Brenda's side.
Apr 19, 2018, 5:12 pm
#74
Join Date: Sep 2013
Location: IAH
Programs: Marriott Plat, Hyatt Globalist, DL Plat, UA Silver
Posts: 4,043
I also agree with Gregg Popovich on the word happy, how do you measure it. It is not the job of a 1K, or even a GS phone agent to make customers happy, professional, courteous and accurate, yes. I'm never happy unless I buy a cheap ticket, get a free upgrade, the food is good, the staff is charming and the flight arrives early, even then I may be having a bad day. I don't envy any of the airline staff, air travel has grown to the point that we're all part of the herd of people grinding through the system. Unfortunately too many travelers seem to feel that it's a luxury experience (it's not) or that somehow they are special (they are not, nor am I). I've been guilty of the latter on occasion but I have mellowed somewhat and now try and do a better job of appreciating the folks who try their best an make the system work. Some airports today have to process 30M or 40M passengers a year, these are staggering numbers. I have found that being understanding works best, if I get a clueless agent, I simply politely end the call and try someone new. I frequently see first class passengers, who don't fly much, grumble when the GS folks pre-board, so in reality nobody is really happy, Gregg know what he's talking about.
The frequent traveler can take steps to make his/her life a little easier, get TSA-Pre, Global Entry and an APEC card. Join Priority Pass and/or get Gold status on Star Alliance for better lounge access. Just don't expect something for nothing but be delighted when and if it happens.
The frequent traveler can take steps to make his/her life a little easier, get TSA-Pre, Global Entry and an APEC card. Join Priority Pass and/or get Gold status on Star Alliance for better lounge access. Just don't expect something for nothing but be delighted when and if it happens.
Apr 19, 2018, 7:02 pm
#75
Suspended
Join Date: Aug 2017
Location: LAX, BOS, and Seat 1A
Programs: DL Plat, VS Gold, UA Plat, VX Gold (RIP), AS MVP 75K, Starriot Plat, Hertz President's Circle
Posts: 387
I've had Brenda before too. Believe me, she's quite some liar. Never seen somebody lie so much!
She lies about flight inventory, she lies about SDC's, she lies about award redeposit rules. She even lies about lying!
She lies about flight inventory, she lies about SDC's, she lies about award redeposit rules. She even lies about lying!