Brenda and her lies (1k phone agent not being forthcoming)
Apr 17, 2018, 6:30 am
#46
Join Date: Jan 2016
Programs: UA 1K; *G, AA Plat
Posts: 1,700
Apr 17, 2018, 6:38 am
#47
Join Date: Oct 2015
Posts: 2
I believe I had the same 1K agent - the dreaded Brenda. I was flying from FLL to IAH and the plane had mechanical issues. I was fine being delayed as IAH is home, but many passengers jumped to get rebooked on the later flights. As it became evident that the plane would not get fixed and would not leave that day I began to scramble to get to IAH. All of the flights out of FLL were now booked and I had to go to MIA. I saw there was one seat left in first on a flight out of MIA that I could make. I called the 1K line and got - BRENDA. (Although there could be multiple Brendas) Brenda said she booked me on the MIA flight - essentially "protecting me on the flight' while keeping me on my original flight. I had a little time left to give the maintenance crew before I had to go to MIA. Another FC passenger standing next to me heard my phone call and went up to the gate agent at FLL, and walks away with a FC boarding pass for the MIA flight that I was supposedly "protected" on. I went up to the gate agent and asked about my status and he said that I was not not the MIA flight at all and that now all of the FC seats were gone. I called back to 1K line and spoke with a supervisor venting that I felt I had been lied to and led on by BRENDA. I ended up having to transfer to MIA and United placed me on an American flight home in First Class, but only after I got very angry at them.
Apr 17, 2018, 6:45 am
#49
Join Date: Aug 2011
Location: California
Programs: UA 1k
Posts: 107
My other take-away from all this is confusion over the use of the 1K line. I has always assumed that it was there for two purposes - to allow faster access for 1Ks and also to reflect the fact that most 1Ks (clearly not all) are experienced in using the website and will likely have more complicated problems to solve. I have certainly come across 1K agents who were less competent, but I have never come across one who was not willing to spend enough time to solve my particular issue. But then I would never dream of trying to get an agent to break company policy and feed me load management data.
Having a phone number available where I'm pretty sure it won't be an annoying experience if I have to call is a huge perk for me (and works pretty consistently).
Some months ago I ended up on the regular United CS number. Oh boy, that was a quick HUCA (and sure made me appreciate the much better service we get on the 1k line).
Apr 17, 2018, 7:11 am
#50
Flyertalk Evangelist and Moderator: Coupon Connection and Travel Products
Join Date: Jul 2000
Location: Milton, GA USA
Programs: Hilton Diamond, IHG Platinum Elite, Hyatt Discoverist, Radisson Elite
Posts: 19,040
I have read this entire thread and am just shaking my head!
the most shocking comment to me was from the OP who says he ad never heard the term “HUCA” and what it means? On Flyertalk for over 15 years and never heard that term?
the most shocking comment to me was from the OP who says he ad never heard the term “HUCA” and what it means? On Flyertalk for over 15 years and never heard that term?
Apr 17, 2018, 8:01 am
#51
Join Date: Feb 2006
Programs: UA, Starwood, Priority Club, Hertz, Starbucks Gold Card
Posts: 3,952
If OP could overcome their own confirmation bias (Martie said that Brenda should be able to see the list; therefore Brenda was lying when she said she couldn’t see the list), OP should learn from this experience that Brenda was not lying but was dutifully doing her job. And for the sake of us who know how to pry information from agents but prefer to keep hush about it, I would advise OP not to report Brenda to the “higher ups.” Not only would it create the opposite effect of making Brenda a star employee and putting an egg on OP’s face, but it might also get Martie in trouble and keep agents like that from dispensing information to us when we need it.
Apr 17, 2018, 8:04 am
#52
Join Date: Feb 2007
Posts: 6
I know a way for you to get upgraded that can't miss: pay for it.
Apr 17, 2018, 8:20 am
#53
Join Date: May 2014
Location: DFW
Posts: 4
Has anyone considered the information in the app was not accurate? I suspect Brenda may have had access to more real time data than what the disgruntled user was seeing.
Apr 17, 2018, 8:34 am
#54
Join Date: Feb 2002
Location: BNA
Programs: HH Gold. (Former) UA PP, DL PM, PC Plat
Posts: 8,184
This was a HNL-ORD flight, however. On a flights such as that you'll often see the majority of the non-revs listed for all cabins due to the long length of the flight.
Apr 17, 2018, 9:01 am
#55
Join Date: Jul 2007
Location: Philadelphia
Programs: AA/Plat, DL/Gold, SPG/Plat, HHonors/Gold, FoundersCard, Eagles Fan
Posts: 37
OP makes an excellent point. IMO observing UA1Ks it's best to point out Who I Am, as all UA staff -- from ticket agents to FAs -- respond effectively to same.
But seriously folks, if you want to maintain your status and not be tagged as a problem pax, the best route might be to follow the rules and not publicly call out agents one dislikes. One even considers the best way to handle these situations going forward would be to befriend a UA employee or non-employee passrider who has access to the nonrev travel portal. (It's surprisingly easy as UA grants portal access to spouses/children/etc). One just has to be polite, patient... and perhaps not announce quite so loudly Who One Is.
But seriously folks, if you want to maintain your status and not be tagged as a problem pax, the best route might be to follow the rules and not publicly call out agents one dislikes. One even considers the best way to handle these situations going forward would be to befriend a UA employee or non-employee passrider who has access to the nonrev travel portal. (It's surprisingly easy as UA grants portal access to spouses/children/etc). One just has to be polite, patient... and perhaps not announce quite so loudly Who One Is.
Apr 17, 2018, 9:55 am
#56
Join Date: Apr 2018
Posts: 2
So, you switched to the DEN flight and then changed your mind on the way to airport? Or were you on the phone the whole time with the agent? If you wanted to change because you mentioned DEN flight was about to leave in 5 minutes, that is not their fault. And you called back and got the same agent? Did you want to change back to ORD since you were not getting the upgrade you wanted?
I thought about same thing. I have friend who is pilot for another airline and he has told me that what is open to the public does not always tell the story. It may say 10 seats open when actually only 2 seats are
I thought about same thing. I have friend who is pilot for another airline and he has told me that what is open to the public does not always tell the story. It may say 10 seats open when actually only 2 seats are
Last edited by WineCountryUA; Apr 17, 2018 at 10:13 am Reason: merging consecutive posts by same member
Apr 17, 2018, 10:25 am
#57
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,821
Apr 17, 2018, 10:32 am
#58
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,821
Moderator Note
A number of posts are getting rather "personal" -- remember the rules
Or the shorthand -- Discuss the issue, not the poster
Remember the familiarity with policies and rules can vary even among frequent flyers -- that is why many of us are active on FT to gain that understanding.
WineCountryUA
UA coModerator
A number of posts are getting rather "personal" -- remember the rules
12.1 Friendly, Respectful and Welcoming
FlyerTalk is a community and is intended to be a friendly, helpful and collegial place.
Please post in a friendly, respectful, welcoming manner. 'Snarky,' unfriendly posts will not be allowed. If you don't have something constructive to contribute to a thread, please do not post.
Unhelpful posts, such as "Do a search" or those that merely comment on the worthiness of others' posts or threads are neither friendly nor welcoming and will not be allowed. If you can't be helpful or contribute substantive content to a thread, please refrain from posting.
12.2 Avoid Getting Personal
If you have a difference of opinion with another member, challenge the idea — NOT the person. Getting personal with another member is not allowed. Personal attacks, insults, baiting and flaming will not be tolerated.
FlyerTalk is a community and is intended to be a friendly, helpful and collegial place.
Please post in a friendly, respectful, welcoming manner. 'Snarky,' unfriendly posts will not be allowed. If you don't have something constructive to contribute to a thread, please do not post.
Unhelpful posts, such as "Do a search" or those that merely comment on the worthiness of others' posts or threads are neither friendly nor welcoming and will not be allowed. If you can't be helpful or contribute substantive content to a thread, please refrain from posting.
12.2 Avoid Getting Personal
If you have a difference of opinion with another member, challenge the idea — NOT the person. Getting personal with another member is not allowed. Personal attacks, insults, baiting and flaming will not be tolerated.
Remember the familiarity with policies and rules can vary even among frequent flyers -- that is why many of us are active on FT to gain that understanding.
WineCountryUA
UA coModerator
Apr 17, 2018, 10:49 am
#59
Join Date: Jan 2012
Location: Earth
Posts: 19
paranoid much? "everyone is lying to me, they're all out to get me" LOL!
if you want the upgrade so much, BUY IT!! ..
if you want the upgrade so much, BUY IT!! ..
Last edited by WineCountryUA; Apr 17, 2018 at 10:55 am Reason: per moderator note
Apr 17, 2018, 11:40 am
#60
FlyerTalk Evangelist
Join Date: Jul 2011
Location: RNO
Programs: AA/DL/UA
Posts: 10,770
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.