Horrific CS when United would not honor Fare-Lock
Jul 4, 2018, 10:06 am
#17
Join Date: Oct 1999
Location: EWR / PHL
Programs: UA 1P MM, HH G, Marriott G
Posts: 802
This may have been a schedule change during the fare lock period. I had this happen once and they said right away they they would honor the fare but it would take some doing to get everything back. 30 minutes and several holds later it was ticketed at the original price and the new flights.
Jul 4, 2018, 10:11 am
#18
Join Date: Oct 2015
Location: SAN
Programs: 1K (since 2008), *G (since 1990), 1MM
Posts: 3,215
1. This is not horrific. Really hope OP never experiences a horrific situation but if they do they will see the difference.
2. As others noted UA agreed to honor the fare. Desired outcome (I think).
3. CS agent uses terminology OP does not like, but CS agent does not know which is true and an attorney would tell the CS agent not to agree UA made a mistake (for legal reasons in a very litigious society).
4. OP gets angry so threatens to take business to AS.
5. AS gets the business from OP.
6. UA gets to sell the seat at a higher price.
Win/win for AS and UA.
I rarely get angry with CS agents. Goal is to achieve the desired result. Most of the time the person I am speaking to did not cause the problem so getting angry at them is an exercise in futility. I can be frustrated at the situation, but again generally not the fault of the person I am talking to for resolution.
My curiosity is what happened to the fare lock fee?
2. As others noted UA agreed to honor the fare. Desired outcome (I think).
3. CS agent uses terminology OP does not like, but CS agent does not know which is true and an attorney would tell the CS agent not to agree UA made a mistake (for legal reasons in a very litigious society).
4. OP gets angry so threatens to take business to AS.
5. AS gets the business from OP.
6. UA gets to sell the seat at a higher price.
Win/win for AS and UA.
I rarely get angry with CS agents. Goal is to achieve the desired result. Most of the time the person I am speaking to did not cause the problem so getting angry at them is an exercise in futility. I can be frustrated at the situation, but again generally not the fault of the person I am talking to for resolution.
My curiosity is what happened to the fare lock fee?
Jul 4, 2018, 10:57 am
#19
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
1. This is not horrific. Really hope OP never experiences a horrific situation but if they do they will see the difference.
2. As others noted UA agreed to honor the fare. Desired outcome (I think).
3. CS agent uses terminology OP does not like, but CS agent does not know which is true and an attorney would tell the CS agent not to agree UA made a mistake (for legal reasons in a very litigious society).
4. OP gets angry so threatens to take business to AS.
5. AS gets the business from OP.
6. UA gets to sell the seat at a higher price.
Win/win for AS and UA.
I rarely get angry with CS agents. Goal is to achieve the desired result. Most of the time the person I am speaking to did not cause the problem so getting angry at them is an exercise in futility. I can be frustrated at the situation, but again generally not the fault of the person I am talking to for resolution.
My curiosity is what happened to the fare lock fee?
2. As others noted UA agreed to honor the fare. Desired outcome (I think).
3. CS agent uses terminology OP does not like, but CS agent does not know which is true and an attorney would tell the CS agent not to agree UA made a mistake (for legal reasons in a very litigious society).
4. OP gets angry so threatens to take business to AS.
5. AS gets the business from OP.
6. UA gets to sell the seat at a higher price.
Win/win for AS and UA.
I rarely get angry with CS agents. Goal is to achieve the desired result. Most of the time the person I am speaking to did not cause the problem so getting angry at them is an exercise in futility. I can be frustrated at the situation, but again generally not the fault of the person I am talking to for resolution.
My curiosity is what happened to the fare lock fee?
Jul 4, 2018, 11:20 am
#20
Join Date: Sep 2005
Location: TW/California
Programs: UA MM, SPG LT Plat,
Posts: 238
The sup hanging up is certainly not what should have happened, IMO - that is where I will disagree with some. They could have responded with something like ‘sir, I’m happy to complete your purchase at the farelocked rate, or just tell me if you are no longer interested’ and then OP could proceed as they wished.
I think the CS agent ending the call as described is very proper.
The CS agent already got her answer, which is that the OP is taking her business elsewhere.
So there is no longer any need to stay on the phone.
Jul 4, 2018, 1:38 pm
#21
Join Date: Sep 2003
Location: LAX
Programs: UA MM | BA Silver
Posts: 7,192
Few folks in the customer service business would choose to have their staff end a call with a potential customer that way.
Jul 4, 2018, 1:40 pm
#22
Join Date: Jan 2003
Location: San Francisco, CA
Posts: 1,394
OP: "Hi, i paid $10 (or however much fare lock is) and would like you to honor it"
CS: "as a special exception, we will allow you to receive the service for which you paid"
If I had paid for something and was told that they were making a special exception to honor the product i had purchased, i'd also be annoyed. Don't make it like honoring a purchase is akin to doing me a favor. Unclear i would have taken my business to AS, but i agree with the OP that this is unacceptable CS.
CS: "as a special exception, we will allow you to receive the service for which you paid"
If I had paid for something and was told that they were making a special exception to honor the product i had purchased, i'd also be annoyed. Don't make it like honoring a purchase is akin to doing me a favor. Unclear i would have taken my business to AS, but i agree with the OP that this is unacceptable CS.
Jul 4, 2018, 1:45 pm
#23
Join Date: Aug 2015
Location: HNL
Programs: AS MVPG, Global Entry
Posts: 771
I rarely get angry with CS agents. Goal is to achieve the desired result. Most of the time the person I am speaking to did not cause the problem so getting angry at them is an exercise in futility. I can be frustrated at the situation, but again generally not the fault of the person I am talking to for resolution.
Jul 4, 2018, 2:26 pm
#24
Join Date: Jan 2016
Programs: UA 1K; *G, AA Plat
Posts: 1,700
OP: "Hi, i paid $10 (or however much fare lock is) and would like you to honor it"
CS: "as a special exception, we will allow you to receive the service for which you paid"
If I had paid for something and was told that they were making a special exception to honor the product i had purchased, i'd also be annoyed. Don't make it like honoring a purchase is akin to doing me a favor. Unclear i would have taken my business to AS, but i agree with the OP that this is unacceptable CS.
CS: "as a special exception, we will allow you to receive the service for which you paid"
If I had paid for something and was told that they were making a special exception to honor the product i had purchased, i'd also be annoyed. Don't make it like honoring a purchase is akin to doing me a favor. Unclear i would have taken my business to AS, but i agree with the OP that this is unacceptable CS.
Do you (or the OP) really think that picking a fight with a CS (that has the power to grant/deny your request) is the right first course of action?
Jul 4, 2018, 2:41 pm
#25
Join Date: Jul 2007
Location: San Francisco/Sydney
Programs: UA 1K/MM, Hilton Diamond, Marriott Something, IHG Gold, Hertz PC, Avis PC
Posts: 8,147
Few folks in the customer service business would make such a statement without having first listened to the recordings of the call, rather than basing such comments on the customers account of such a call.
Jul 4, 2018, 2:51 pm
#26
FlyerTalk Evangelist
Join Date: Dec 2006
Location: Pacific Northwest
Programs: UA Gold 1MM, AS 75k, AA Plat, Bonvoyed Gold, Honors Dia, Hyatt Explorer, IHG Plat, ...
Posts: 16,822
Top notch? I don’t think so. The OP should feel that the “special exception” is a good outcome?! Are we all suffering from Stockholm Syndrom here?
The agent should have explained that there was an unfortunate system problem and that they worked around it to get the customer what they paid for. No special exception.
Then the agent should apologize for the inconvenience and assure the customer that the root cause will be investigated to prevent future problems for this or other customers.
Different problem, but that is exactly what I experienced with Alaska Airlines about a year ago. Imagine my shock, as a long time UA customer and relatively new AS elite, when about an hour after the initial call (that worked around the problem) my cellphone rings and it is the same agent calling me back to tell me that they had looked further into the issue and identified the root cause (I wasn’t on the upgrade list when I should have).
That is top notch customer service.
The agent should have explained that there was an unfortunate system problem and that they worked around it to get the customer what they paid for. No special exception.
Then the agent should apologize for the inconvenience and assure the customer that the root cause will be investigated to prevent future problems for this or other customers.
Different problem, but that is exactly what I experienced with Alaska Airlines about a year ago. Imagine my shock, as a long time UA customer and relatively new AS elite, when about an hour after the initial call (that worked around the problem) my cellphone rings and it is the same agent calling me back to tell me that they had looked further into the issue and identified the root cause (I wasn’t on the upgrade list when I should have).
That is top notch customer service.
Jul 4, 2018, 3:47 pm
#27
Join Date: Feb 2018
Posts: 23
Hint: she was trying to give you a free win by terming it a "special exemption". Next time, take the hint and run with it.
Jul 4, 2018, 3:58 pm
#28
Join Date: Jan 2009
Location: LHR (sometimes CLE, SFO, BOS, LAX, SEA)
Programs: UA 1K
Posts: 5,892
Agree with the others who mention that, if the OP considers it "horrific CS" for an airline's customer service to agree to honor a quoted price, then bailing on United *right now* is the right choice. Do not fly United again. Oh my goodness gracious if your expectations are up there, you are only going to be disappointed. I am talking like "The Shining" scary is in your future unless you flee ASAP. "Get Out", as it were. Good choice. Run.
Jul 4, 2018, 4:45 pm
#30
Join Date: Feb 2004
Location: CLE
Programs: UA GS+LT UC, AA EXP+LT PLT, Fairmont LT PLT, Marriott PLT, Hilton DIA, Hyatt Glob, Avis CHM
Posts: 4,670
If this is horrific, then you must not travel much.
This is just typical UA IT and service. Hope AS works out better for you.
This is just typical UA IT and service. Hope AS works out better for you.