EWR IRROPS: UA sent me to a different airport
Jun 6, 2019, 11:18 am
#31
Join Date: Nov 2007
Location: Colorado
Programs: UA Gold (.85 MM), HH Diamond, SPG Platinum (LT Gold), Hertz PC, National EE
Posts: 5,652
If I start seeing auto rebook options that decide COS and DEN are close enough that is going to be a problem... if you want to ask me, fine, but don’t decide for me.
Jun 6, 2019, 12:55 pm
#32
Join Date: Jan 2012
Location: Bergen County NJ
Programs: AA EXP, UA1K B6 Mosaic 1, Amtrak Select, Marriott Plat , AMEX Plat (noted for club access reference)
Posts: 785
True, but you have to push. I had a DCA-ORD flight cancel and I was automatically rebooked IAD-ORD, and it was like pulling teeth to get it back to Reagan. "National and Dulles are different markets" was their tune. ("But...but...but...") I think the fundamental problem is that UA, or rather, some agents, consider automatic rebooking voluntary.
Jun 6, 2019, 1:01 pm
#33
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,395
Working at a call center is a much more prestigious job in the Philippines than it is in the US; I don't know about UA in particular, but most companies require a college degree in order to apply. I find your characterization a little odd.
Last edited by WineCountryUA; Jun 7, 2019 at 11:32 am Reason: Discuss the issue, not the poster(s)
Jun 6, 2019, 3:32 pm
#34
Join Date: Jan 2012
Location: Bergen County NJ
Programs: AA EXP, UA1K B6 Mosaic 1, Amtrak Select, Marriott Plat , AMEX Plat (noted for club access reference)
Posts: 785
I'm talking about the agents that work at the counter at EWR. Not the call center. When you know how to do their job better than they do it's a problem. And don't even get me started on the 3rd party contractors they hire. Again not all of them but most of them.
Last edited by WineCountryUA; Jun 7, 2019 at 11:24 am Reason: removed response to deleted content
Jun 6, 2019, 3:46 pm
#35
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,460
In the off chance case you get one who isn't, you can politely cancel the request and try for another — AKA HUACA, which is just as applicable in person.
Last edited by WineCountryUA; Jun 7, 2019 at 11:22 am Reason: merging consecutive posts by same member; discuss the issue, not the poster(s)
Jun 6, 2019, 3:51 pm
#36
FlyerTalk Evangelist
Join Date: May 2006
Location: Pasadena, California
Programs: UA 1K, 1MM
Posts: 10,412
Jun 6, 2019, 4:01 pm
#37
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,460
I reeeeaaaallly don't want to get in the middle of this one. But I do feel compelled to point out that many of us have complained about inconsistencies in experiences with different agents. So I don't think it's totally baseless to complain about the competency of some of them. And it has been a while since I've used the phone lines reserved for general members, but I wouldn't be surprised if there were a step-down from what I'm used to. Just playing the Devil's advocate a bit ...
^ That said, I've never really felt the need to HUACA ... 'cause I am almost always very happy with the service provided over the phone.
^ That said, I've never really felt the need to HUACA ... 'cause I am almost always very happy with the service provided over the phone.
For a while I tried to time my calls to get HNL, which almost assured success with any request. Recently, though, I haven't had great luck with that timing.
Jun 6, 2019, 10:59 pm
#39
Join Date: Jan 2012
Location: Bergen County NJ
Programs: AA EXP, UA1K B6 Mosaic 1, Amtrak Select, Marriott Plat , AMEX Plat (noted for club access reference)
Posts: 785
But to get back on topic, you can't put your hands or faith in them... When things go IRROPS you really need to push for what YOU want.
Last edited by WineCountryUA; Jun 7, 2019 at 11:20 am Reason: discuss the issues; not the posters; quote updated to reflect Moderator edit
Jun 6, 2019, 11:44 pm
#40
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,460
Once again I am talking about the agents at the airport. ... I never said I had a problem with anyone on the phone. In fact I said the opposite that I have been pleasantly surprised by the Silver line.
But to get back on topic, you can't put your hands or faith in them... When things go IRROPS you really need to push for what YOU want.
But to get back on topic, you can't put your hands or faith in them... When things go IRROPS you really need to push for what YOU want.
There may or may not be some irony in complaining about '$12 an hour people' with an ungrammatical missive.
But I suspect the larger point is that by and large UA has competent agents.
In the off chance case you get one who isn't, you can politely cancel the request and try for another — AKA HUACA,which is just as applicable in person.
But I suspect the larger point is that by and large UA has competent agents.
In the off chance case you get one who isn't, you can politely cancel the request and try for another — AKA HUACA,which is just as applicable in person.
Last edited by WineCountryUA; Jun 7, 2019 at 11:19 am Reason: quite updated to reflect Moderator edit
Jun 7, 2019, 1:36 am
#41
Join Date: Jan 2012
Location: Bergen County NJ
Programs: AA EXP, UA1K B6 Mosaic 1, Amtrak Select, Marriott Plat , AMEX Plat (noted for club access reference)
Posts: 785
Jun 7, 2019, 1:56 am
#42
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,395
The majority of the thread is about experiences with phone agents.. and you specifically mentioned getting different people when you don't have status -- does that really happen at the airport? I've never noticed any particular difference in skill between the agents who work the Premier lines and those who work the regular lines.
Jun 7, 2019, 5:59 am
#43
Join Date: Dec 2009
Programs: SPG Plat
Posts: 459
Half the Premier agents try to charge me for SDCs or checked bags over 50lbs and I ask if this is the Premier line...
I bet “Global Reception” for GS is a more dedicated role or has better training; but they’re not airside anyways..
United Club agents are also hit or miss. Sometimes I’ll HUCA if they leave the desk and their colleague will be like I overheard and thought she/he was wrong on that but didn’t want to get in the middle of it.. I’ll fix it for you..
I bet “Global Reception” for GS is a more dedicated role or has better training; but they’re not airside anyways..
United Club agents are also hit or miss. Sometimes I’ll HUCA if they leave the desk and their colleague will be like I overheard and thought she/he was wrong on that but didn’t want to get in the middle of it.. I’ll fix it for you..
The majority of the thread is about experiences with phone agents.. and you specifically mentioned getting different people when you don't have status -- does that really happen at the airport? I've never noticed any particular difference in skill between the agents who work the Premier lines and those who work the regular lines.
Last edited by silverforumsurf; Jun 7, 2019 at 6:10 am
Jun 7, 2019, 6:31 am
#44
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,161
The majority of the thread is about experiences with phone agents.. and you specifically mentioned getting different people when you don't have status -- does that really happen at the airport? I've never noticed any particular difference in skill between the agents who work the Premier lines and those who work the regular lines.
There are pay premiums for certain types of agents (Baggage Service, GS, United Club) so in theory you should get a more *experienced* agent from one of those though sometimes more bitter rather than more better.
[Lastly some airports deliver a wildly different level of service based on which queue you sort into: e.g. high(er) level Premiers get an agent to do everything -- kiosk not even available, while GMs have to self-tag their bags before they can even get to the counter, but I don't think that's what OP was referring to]
Jun 7, 2019, 11:39 am
#45
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
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A few recent posts needed some clean-up as the discussion got too personal - the discussion is not enhanced making such personal comments and does not fit with the FT desire for civil, collegial discussion.
WineCountryUA
UA coModerator
WineCountryUA
UA coModerator
Last edited by WineCountryUA; Jun 8, 2019 at 9:23 am