GS Agents not informing of change fees?

Reply

Old Feb 15, 19, 5:25 am
  #1  
Original Poster
 
Join Date: Mar 2004
Location: LAX IAH AMS
Programs: UA GS 1MM
Posts: 924
GS Agents not informing of change fees?

One of the "perks" of being GS is that agents have, for me at least, waived change fees most of the time. I would estimate 85% of the time over the last 6 years of being GS. Id say half the time they waived them without me asking and if they didn't, I would ask nicely to waive them, or even a HUCA, but I rarely paid them.

2 times in the last month, I had to make changes to 2 separate itineraries. In both cases, the agent told me the amount extra that was due and did not mention a change fee. I gave them my amex number and moved on in both cases. When I looked at my bill, I was actually charged a change fee in both cases. The total amount paid was the amount I was told over the phone -- meaning if I was told the change would be $500, a $300 fare difference charge and a $200 change fee were charged on my card.

Has anyone else noticed this?
avi8tir is offline  
Reply With Quote
Old Feb 15, 19, 6:20 am
  #2  
 
Join Date: Feb 2008
Location: Lahaina, HI & Los Angeles, CA
Programs: UA GS
Posts: 2,221
I have never had a GS agent waive a change fee, nor would I expect them to. They have also informed me of the fee on each occasion.
Kacee, uanj and kevanyalowitz like this.
LAXOGG is offline  
Reply With Quote
Old Feb 15, 19, 8:10 am
  #3  
 
Join Date: Feb 2004
Location: CLE
Programs: UA GS+LT UC, AA LT PLT, Fairmont LT PLT, SPG PLT, Hilton Diamond, Hyatt Diamond, Avis CHM.
Posts: 3,560
Originally Posted by avi8tir View Post
One of the "perks" of being GS is that agents have, for me at least, waived change fees most of the time. I would estimate 85% of the time over the last 6 years of being GS. Id say half the time they waived them without me asking and if they didn't, I would ask nicely to waive them, or even a HUCA, but I rarely paid them.

2 times in the last month, I had to make changes to 2 separate itineraries. In both cases, the agent told me the amount extra that was due and did not mention a change fee. I gave them my amex number and moved on in both cases. When I looked at my bill, I was actually charged a change fee in both cases. The total amount paid was the amount I was told over the phone -- meaning if I was told the change would be $500, a $300 fare difference charge and a $200 change fee were charged on my card.

Has anyone else noticed this?
If they didn't mention a change fee you should email GSCS.
ctownflyer is offline  
Reply With Quote
Old Feb 15, 19, 8:30 am
  #4  
 
Join Date: Jan 2018
Location: EWR
Programs: United GS, Marriott Plat Elite, Hertz PC
Posts: 17
Originally Posted by avi8tir View Post
One of the "perks" of being GS is that agents have, for me at least, waived change fees most of the time. I would estimate 85% of the time over the last 6 years of being GS. Id say half the time they waived them without me asking and if they didn't, I would ask nicely to waive them, or even a HUCA, but I rarely paid them.

2 times in the last month, I had to make changes to 2 separate itineraries. In both cases, the agent told me the amount extra that was due and did not mention a change fee. I gave them my amex number and moved on in both cases. When I looked at my bill, I was actually charged a change fee in both cases. The total amount paid was the amount I was told over the phone -- meaning if I was told the change would be $500, a $300 fare difference charge and a $200 change fee were charged on my card.

Has anyone else noticed this?
I don't expect it but they have done this at times, without asking.
TavionT is offline  
Reply With Quote
Old Feb 15, 19, 8:37 am
  #5  
 
Join Date: Dec 2004
Location: BOS<>NYC<>BKK
Programs: UA 4MM LT-GS; AA1MM; Amtrak S+; MAR LT TITAN; PC Plat; HIL DIA; HYA GLOB
Posts: 3,695
Waiving a change fee is neither a published, nor an unpublished benefit of GS. If it happens, it's an unexpected courtesy.

If doing an upsell "GG BUYUP" on the same flight from coach to business, it can be waived. I've had it waived as a courtesy when changing to a different flight, but at the same time buying-up to the next class of service. Maybe one or two other times when there was good rationale (i.e. emergency travel -- I was overseas and a family member became ill), but I never count on it.
MSPeconomist likes this.
wxguy is offline  
Reply With Quote
Old Feb 15, 19, 8:54 am
  #6  
 
Join Date: Dec 2014
Programs: UA GS ,QF Plat
Posts: 481
Originally Posted by avi8tir View Post
One of the "perks" of being GS is that agents have, for me at least, waived change fees most of the time. I would estimate 85% of the time over the last 6 years of being GS. Id say half the time they waived them without me asking and if they didn't, I would ask nicely to waive them, or even a HUCA, but I rarely paid them.

2 times in the last month, I had to make changes to 2 separate itineraries. In both cases, the agent told me the amount extra that was due and did not mention a change fee. I gave them my amex number and moved on in both cases. When I looked at my bill, I was actually charged a change fee in both cases. The total amount paid was the amount I was told over the phone -- meaning if I was told the change would be $500, a $300 fare difference charge and a $200 change fee were charged on my card.

Has anyone else noticed this?
I can plan my time such that changes to my schedule are not that frequent and more the case SDC,I would say that in the past many times I have not been charged for a change when it was warrented but have on occasion.The GS line is not what was and is now a priority answering service not a dedicated line. As such the agent quality and experience is quite variable but given your time in GS you would know within the 15 seconds if you have a an ex GS or a better agent.If I don't get a decent agent ( on any issue ) I cut the call and dial in with hope of getting somebody more cluey.
TavionT likes this.
wanderingkev is offline  
Reply With Quote
Old Feb 15, 19, 9:21 am
  #7  
 
Join Date: Jul 2013
Programs: DYKWIA, UA GS, UA MM, SPG Plat (100)
Posts: 1,501
Originally Posted by avi8tir View Post
One of the "perks" of being GS is that agents have, for me at least, waived change fees most of the time. I would estimate 85% of the time over the last 6 years of being GS. Id say half the time they waived them without me asking and if they didn't, I would ask nicely to waive them, or even a HUCA, but I rarely paid them....
I think I've had an agent waive the change fee maybe once or twice in the last 5 years -- i.e. when I changed the res for reasons other than a schedule change or buyup.

I think there may be an understanding that if you're GS, you'll know about the fee. In any case, the only thing that really matters is the delta between the previous fare and the new one. What does it matter if the delta comes from change fee or increased fare?
porciuscato is offline  
Reply With Quote
Old Feb 15, 19, 9:21 am
  #8  
FlyerTalk Evangelist
 
Join Date: Apr 2013
Location: SFO
Programs: UA 1K 1MM; AS MVPG; Marriott Plat Premier; Hilton Diamond (Aspire); Hyatt Refugeeist
Posts: 39,463
Since OP was charged correctly and the total charge was as stated by the agent, then this is really just a complaint about change fees not being waived based on GS status, which is not in my opinion a legitimate grounds for complaint.
Plane-is-home and TerryK like this.
Kacee is online now  
Reply With Quote
Old Feb 15, 19, 9:28 am
  #9  
 
Join Date: Jun 2005
Location: EWR
Programs: Marriott Bonvoy Lifetime Gold, United Mileage Plus, Avis Preferred
Posts: 806
Originally Posted by Kacee View Post
Since OP was charged correctly and the total charge was as stated by the agent, then this is really just a complaint about change fees not being waived based on GS status, which is not in my opinion a legitimate grounds for complaint.
IMHO, that is a part of this, but not all of it. I think that the OP is complaining that the nature of the total charge was not fully broken down (i.e., disclosed) by the agent. Had the fees been disclosed, then the OP could have asked about the possibility of a waiver.
JohnneeO is offline  
Reply With Quote
Old Feb 15, 19, 10:22 am
  #10  
FlyerTalk Evangelist
 
Join Date: Apr 2013
Location: SFO
Programs: UA 1K 1MM; AS MVPG; Marriott Plat Premier; Hilton Diamond (Aspire); Hyatt Refugeeist
Posts: 39,463
Originally Posted by JohnneeO View Post
IMHO, that is a part of this, but not all of it. I think that the OP is complaining that the nature of the total charge was not fully broken down (i.e., disclosed) by the agent. Had the fees been disclosed, then the OP could have asked about the possibility of a waiver.
Let's be real about what happened here. OP thought the agent was waiving change fees. He later found out that while he was charged the correct amount, the change fee was not waived. That is the complaint, and I believe it unwarranted.
Often1, MatthewLAX and TerryK like this.
Kacee is online now  
Reply With Quote
Old Feb 15, 19, 10:30 am
  #11  
A FlyerTalk Posting Legend
 
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 41,001
Originally Posted by Kacee View Post
Let's be real about what happened here. OP thought the agent was waiving change fees. He later found out that while he was charged the correct amount, the change fee was not waived. That is the complaint, and I believe it unwarranted.
This.

It is clear from the OP that he knew that there was a change fee payable. Thus, he should not be surprised that one was charged. It is also clear that he knows how to ask for a waiver and that he did not.

This particular thread is perhaps a good example of why UA should simply stick to its COC and be done with it. No later disappointments.
fastair and Aussienarelle like this.
Often1 is offline  
Reply With Quote
Old Feb 15, 19, 10:44 am
  #12  
 
Join Date: Jul 2008
Location: DEN
Programs: UA-GS; WN A-list;Hyatt - CC; Hertz - PC
Posts: 564
I find that change fees are waived about half the time when I call it in. However, I am a really big deal usually before 2 each day.
Kacee likes this.
DENflyer3 is offline  
Reply With Quote
Old Feb 15, 19, 1:12 pm
  #13  
Ari
FlyerTalk Evangelist
 
Join Date: Aug 2005
Location: Chicago
Posts: 10,942
Originally Posted by Often1 View Post
This particular thread is perhaps a good example of why UA should simply stick to its COC and be done with it. No later disappointments.
Isn't that how United turned "Dao" into a verb? I think we can do better than that. A nuanced approach to many things in life is in order, including airlines change fees. I don't agree with waiving change fees for United's highest-revenue customers as a policy, but on a case-by-case basis, it isn't so terrible.

The OP's complaint appears to be the lack of breakdown in the change fee versus the fare difference. Knowing the why behind the complaint, it strikes me as a little petty. But a breakdown is the appropriate way to quote a change because that's how it shows up on your credit card and that's how United's fare rules treat it.
Ari is offline  
Reply With Quote
Old Feb 15, 19, 1:19 pm
  #14  
 
Join Date: Nov 2013
Location: NY State
Posts: 200
Whether he is complaining or not, he has a point. Whether he was planning to ask the fee to be waived is a non-issue. Breakdown should be disclosed.
JohnneeO likes this.
Jane42 is offline  
Reply With Quote
Old Feb 15, 19, 2:05 pm
  #15  
FlyerTalk Evangelist
 
Join Date: Apr 2013
Location: SFO
Programs: UA 1K 1MM; AS MVPG; Marriott Plat Premier; Hilton Diamond (Aspire); Hyatt Refugeeist
Posts: 39,463
Originally Posted by Jane42 View Post
Whether he is complaining or not, he has a point. Whether he was planning to ask the fee to be waived is a non-issue. Breakdown should be disclosed.
And it is 99,9% of the time. I change upwards of 10-20 flights per year, going back many many years, and UA has always told me about the change fee.

The claimed nondisclosure was a one-off and thus just a distraction from the real complaint about not getting a waiver based on status.
Kacee is online now  
Reply With Quote

Thread Tools
Search this Thread