Best way to handle untrained agent?
Feb 23, 2020, 7:33 am
#1
Original Poster
Join Date: Apr 2018
Location: BOS
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Best way to handle untrained agent?
We had a series of flight delays yesterday and today and in the course of trying to get rebooked for the second time we encountered an agent at the ticket counter at IAH who kept insisting that because we were on an award ticket (YN) she could only rebook us on flights with YN availability.
After a few minutes of back and forth the agent next to her took over and did the best he could (flights IAH-BOS were very very full). What I am wondering is are there any magic words to say to an agent to let them know they can rebook onto anything with available space? Or is just asking for a supervisor the best option?
After a few minutes of back and forth the agent next to her took over and did the best he could (flights IAH-BOS were very very full). What I am wondering is are there any magic words to say to an agent to let them know they can rebook onto anything with available space? Or is just asking for a supervisor the best option?
Feb 23, 2020, 7:37 am
#2
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Yes. In the same way that one politely ends a phone call, just say that you want to regroup and will be back when you are ready. Then walk away and find someone else. At a fortress hub such as IAH this ought to be relatively easy. Admittedly a bit harder at a small station. In the latter situation, just politely say that it hasn't been your experience and ask the agent to call or find a supervisor.
The key is to disengage without a confrontation.
The key is to disengage without a confrontation.
Feb 23, 2020, 8:32 am
#3
Join Date: Mar 2014
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At an outstation, you can always ask that they call the help desk to double check. One person said an agent actually called a coworker at home to prove them wrong but of course, they were right. So that's also worth a shot.
Feb 23, 2020, 8:56 am
#4
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Also, you can call and rebook over the phone. While some might say airport agents have more flexibility, I’ve almost always not had a problem getting what I want via a phone agent.
In fact, I will get in the line, and call at the same time, and have the first person to be available win. Usually, when it’s a problem with a specific flight Delay/cancelation (as opposed to a systemwide issue, or say, all flights to [insert hub here] issue), I can usually get the phone agent faster to rebook.
In fact, I will get in the line, and call at the same time, and have the first person to be available win. Usually, when it’s a problem with a specific flight Delay/cancelation (as opposed to a systemwide issue, or say, all flights to [insert hub here] issue), I can usually get the phone agent faster to rebook.
Feb 23, 2020, 10:51 am
#5
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We had a series of flight delays yesterday and today and in the course of trying to get rebooked for the second time we encountered an agent at the ticket counter at IAH who kept insisting that because we were on an award ticket (YN) she could only rebook us on flights with YN availability.
Feb 23, 2020, 1:33 pm
#6
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Feb 23, 2020, 2:01 pm
#7
Join Date: May 2003
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This has been my experience - I get to call the 1K desk so the agents there are usually very clueful, but I've never found a case where a phone rep couldn't do the same thing as a gate agent... I've had phone agents grab me seats on an alternate flight down to ~15 minutes before a departure (during IRROPS)...
Feb 23, 2020, 2:41 pm
#8
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Feb 23, 2020, 2:44 pm
#9
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Feb 23, 2020, 2:48 pm
#10
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Feb 23, 2020, 3:22 pm
#11
Join Date: Jul 2009
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Also, you can call and rebook over the phone. While some might say airport agents have more flexibility, I’ve almost always not had a problem getting what I want via a phone agent.
In fact, I will get in the line, and call at the same time, and have the first person to be available win. Usually, when it’s a problem with a specific flight Delay/cancelation (as opposed to a systemwide issue, or say, all flights to [insert hub here] issue), I can usually get the phone agent faster to rebook.
In fact, I will get in the line, and call at the same time, and have the first person to be available win. Usually, when it’s a problem with a specific flight Delay/cancelation (as opposed to a systemwide issue, or say, all flights to [insert hub here] issue), I can usually get the phone agent faster to rebook.
Feb 23, 2020, 4:08 pm
#12
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The general recommendation is use an agent at the United Club, but also know when to disengage and use the phone, especially if they were not helpful or if there is a long line.
Case in point: We had a IRROP in NRT where the inbound flight was delayed by 3 hours, which means that we were going to miss our connecting flight. There was an alternate flight with business class seats available for 2 of us, but UC agent would not make the change because R space was not available for the new flight. It took 3 calls to the 1K line to have an agent rebooking us on the new flight in business class (partly helped because there was a cabin-to-cabin waiver available due to weather).
Case in point: We had a IRROP in NRT where the inbound flight was delayed by 3 hours, which means that we were going to miss our connecting flight. There was an alternate flight with business class seats available for 2 of us, but UC agent would not make the change because R space was not available for the new flight. It took 3 calls to the 1K line to have an agent rebooking us on the new flight in business class (partly helped because there was a cabin-to-cabin waiver available due to weather).
Feb 23, 2020, 4:19 pm
#13
Join Date: Jun 2011
Programs: United Premier Platinum
Posts: 638
I thought the magic words were “revenue management” 
My serious answer is that I stay very polite but discuss the rule in question clinically using the lexicon as much as possible (e.g. saying IRROPS). I’ve found more often than not that this will lead to the agent willingly checking on the rule and then letting me do whatever it is I wanted to do. Conversely, I’ve noticed that when people make the situation about what they’re owed instead of making it about what the rule is, things often don’t go well.
My serious answer is that I stay very polite but discuss the rule in question clinically using the lexicon as much as possible (e.g. saying IRROPS). I’ve found more often than not that this will lead to the agent willingly checking on the rule and then letting me do whatever it is I wanted to do. Conversely, I’ve noticed that when people make the situation about what they’re owed instead of making it about what the rule is, things often don’t go well.
Feb 23, 2020, 4:30 pm
#14
Join Date: Jun 2008
Posts: 2,196
I had IRROPS at ATW and BIS last summer. Agents proactively called the help desk without prompting to resolve the issues at hand. Now, at outstations, if an agent was having an issue, I would not hesitate to suggest, in a friendly manner, to the agent to contact the help desk.
Feb 23, 2020, 6:13 pm
#15
Join Date: Dec 2004
Location: NYC, LON
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Unfortunately often easier said than done, especially if the agent's very act, refusal to give you consideration, or attitude is itself confrontational. The rules are the agents can be as unhelpful, nasty, uncompromising, ignorant and/or inconsiderate as they wish, but the customer is supposed to keep smiling and say thank you....
