UA at FRA Bad UA and Good UA Employees and Good Security Person Thank You's
Apr 22, 2020, 1:33 pm
#1
Original Poster
Join Date: Sep 2008
Location: New Orleans
Posts: 20
UA at FRA Bad UA and Good UA Employees and Good Security Person Thank You's
UA at FRA – Bad UA and Good UA Employees and Good Security Person Thank You's
Not sure where to post this – so I will post this at UA FF area and I will look for a FRA area to post this as well.
Coming back to the US in mid-January 2020, I was trying to change the flight from FRA to the US. No checked bags. ?PZ class upgrade ticket (using Plus Points from FRA to the US). Due to a mess up, for which I am at fault, I selected flights with about an 8 hour layover at FRA by mistake. There was an earlier available with both fare class used and upgrade seats available. I did not notice this until just before my return trip began. I was told over the phone that the 1K desk could not change anything as 1 leg was on another star alliance partner (despite keeping that leg). So they said try at the airport of origin – where UA has no representation. No luck at point of origin. At the departure area for FRA US bound planes (UA and LH) the UA transfer desk was empty and the LH folks nearby said only UA could assist and that the lack of a UA person at the UA desk was not unusual. At the LH Lounge, they could not assist either. However, they suggested hiking down to the US departure gates and trying to find a UA agent to assist.
The UA folks I asked at multiple gates were utterly not helpful, to say the least.
I was told later on that most were new employees and were not empowered to assist (which begs the question – who is empowered?).
Odette xxxxxx, ICTS / Security Agent was the true hero here. She went well out of her way to assist me, when none of the UA folks helped me. Gold Star !!
She walked me down to the gate for another flight that was a few gates away from the others. She spoke to Mebs ?xxxxk, a UA Supervisor, at Gate Z 13 for FRA DEN Flt 181.
Even though he was busy with the FRA DEN flight, with the kind words from Ms xxxx, he was able to get me on an earlier flight to my destination and in Polaris as well.
These 2 folks deserve Gold Stars. My apologies for not posting this sooner.
I would ask UA to place this note into the personnel files for both of these folks.
Would have been so much nicer if UA actually had other employees doing their job.
From NOLA with love.
Not sure where to post this – so I will post this at UA FF area and I will look for a FRA area to post this as well.
Coming back to the US in mid-January 2020, I was trying to change the flight from FRA to the US. No checked bags. ?PZ class upgrade ticket (using Plus Points from FRA to the US). Due to a mess up, for which I am at fault, I selected flights with about an 8 hour layover at FRA by mistake. There was an earlier available with both fare class used and upgrade seats available. I did not notice this until just before my return trip began. I was told over the phone that the 1K desk could not change anything as 1 leg was on another star alliance partner (despite keeping that leg). So they said try at the airport of origin – where UA has no representation. No luck at point of origin. At the departure area for FRA US bound planes (UA and LH) the UA transfer desk was empty and the LH folks nearby said only UA could assist and that the lack of a UA person at the UA desk was not unusual. At the LH Lounge, they could not assist either. However, they suggested hiking down to the US departure gates and trying to find a UA agent to assist.
The UA folks I asked at multiple gates were utterly not helpful, to say the least.
I was told later on that most were new employees and were not empowered to assist (which begs the question – who is empowered?).
Odette xxxxxx, ICTS / Security Agent was the true hero here. She went well out of her way to assist me, when none of the UA folks helped me. Gold Star !!
She walked me down to the gate for another flight that was a few gates away from the others. She spoke to Mebs ?xxxxk, a UA Supervisor, at Gate Z 13 for FRA DEN Flt 181.
Even though he was busy with the FRA DEN flight, with the kind words from Ms xxxx, he was able to get me on an earlier flight to my destination and in Polaris as well.
These 2 folks deserve Gold Stars. My apologies for not posting this sooner.
I would ask UA to place this note into the personnel files for both of these folks.
Would have been so much nicer if UA actually had other employees doing their job.
From NOLA with love.
Last edited by WineCountryUA; Apr 22, 2020 at 1:57 pm Reason: Per FT rules, last names of non-executive employees are non allowed
Apr 22, 2020, 4:28 pm
#3
Suspended
Join Date: May 2019
Location: Chicago
Programs: ,united 1k, AA EXP, HH Diamond,BA gold, Hyatt globalist
Posts: 974
Seriously. I think he is just trying to express a travel story which happened in January. I for one will take any travel story I can get right now.
Apr 22, 2020, 4:40 pm
#4
Join Date: Mar 2015
Location: New York, NY
Posts: 687
UA at FRA – Bad UA and Good UA Employees and Good Security Person Thank You's
The UA folks I asked at multiple gates were utterly not helpful, to say the least.
I was told later on that most were new employees and were not empowered to assist (which begs the question – who is empowered?).
Odette xxxxxx, ICTS / Security Agent was the true hero here. She went well out of her way to assist me, when none of the UA folks helped me. Gold Star !!
The UA folks I asked at multiple gates were utterly not helpful, to say the least.
I was told later on that most were new employees and were not empowered to assist (which begs the question – who is empowered?).
Odette xxxxxx, ICTS / Security Agent was the true hero here. She went well out of her way to assist me, when none of the UA folks helped me. Gold Star !!
)Some EU Airports have UA agents handling everything, some have UA agents & Swissport/3rd Party agents, and some is completely 3rd party, and frankly, I’d rather have UA control it all, new agents or not.
My understanding is that FRA ATW was outsourced until about two years or so ago (to LH or Fraport) and just in-sourced it recently, which is a good development
Apr 22, 2020, 4:52 pm
#5
Join Date: Mar 2009
Location: DCA
Programs: UA 1K; *G and *A Top 1000; HHonors Diamond; *$ Gold; Global Entry
Posts: 2,272
United has in the past maintained a staff member in the Z concourse Schengen Lufthansa Senator lounge, upstairs, Business class level to help with Premier member transfers and other challenges. But, with fewer flights and the lounge closed, its very likely that these folks are furloughed.
Apr 22, 2020, 4:57 pm
#6
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
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Posts: 66,856
Apr 22, 2020, 5:25 pm
#8
Join Date: Mar 2014
Location: Northern Ireland
Posts: 722
Apr 22, 2020, 11:01 pm
#9
FlyerTalk Evangelist
Join Date: Oct 1999
Posts: 11,468
Unfortunately, from what I understand, the majority of new(er) UA employees at FRA will face layoff at the end of June - unless a reasonable number of flights will be back, which just does seem to be in the cards.
Apr 23, 2020, 7:17 am
#10
Original Poster
Join Date: Sep 2008
Location: New Orleans
Posts: 20
Hello Folks:
I was trying to say to UA that the staffing situation at FRA before the COVID issues was poor leading to a bad customer experience.
The hope is that things might change for the better in the future (agree, my Rose colored glasses are on). However, having employees empowered to effectively assist customers is a proper expectation in my view.
I am trying to thank the UA Supervisor who actually assisted me. I think it proper to add my note to his personnel file. How else to say a proper thank you to this person so that his boss will be aware of his great service? Is there someone at UA (at FRA or Corporate Offices in the US) to pass this on to directly?
I am trying to thank the ICTS security agent who also deserves a "Gold Star" for going out of her way to assist me. I think it proper to add my note to her personnel file. I have no idea how to contact ICTS at FRA so her boss will be aware of her invaluable assistance. I hope she still has a job under current COVID circumstances.
Unfortunately, I am tardy in not having written this 3 months ago. No idea about UA functionality at FRA currently, nor ICTS at FRA.
Apologies if names are not supposed to be used in the Forum, but how else to identify folks to compliment them?
If someone at UA is reading this, please let me know if there is a more effective means to proceed.
Further suggestions appreciated. Thank you all in advance
From NOLA with love
I was trying to say to UA that the staffing situation at FRA before the COVID issues was poor leading to a bad customer experience.
The hope is that things might change for the better in the future (agree, my Rose colored glasses are on). However, having employees empowered to effectively assist customers is a proper expectation in my view.
I am trying to thank the UA Supervisor who actually assisted me. I think it proper to add my note to his personnel file. How else to say a proper thank you to this person so that his boss will be aware of his great service? Is there someone at UA (at FRA or Corporate Offices in the US) to pass this on to directly?
I am trying to thank the ICTS security agent who also deserves a "Gold Star" for going out of her way to assist me. I think it proper to add my note to her personnel file. I have no idea how to contact ICTS at FRA so her boss will be aware of her invaluable assistance. I hope she still has a job under current COVID circumstances.
Unfortunately, I am tardy in not having written this 3 months ago. No idea about UA functionality at FRA currently, nor ICTS at FRA.
Apologies if names are not supposed to be used in the Forum, but how else to identify folks to compliment them?
If someone at UA is reading this, please let me know if there is a more effective means to proceed.
Further suggestions appreciated. Thank you all in advance
From NOLA with love
Apr 23, 2020, 7:57 am
#11
Join Date: Jul 2001
Posts: 2,925
Hello Folks:
I was trying to say to UA that the staffing situation at FRA before the COVID issues was poor leading to a bad customer experience.
The hope is that things might change for the better in the future (agree, my Rose colored glasses are on). However, having employees empowered to effectively assist customers is a proper expectation in my view.
I am trying to thank the UA Supervisor who actually assisted me. I think it proper to add my note to his personnel file. How else to say a proper thank you to this person so that his boss will be aware of his great service? Is there someone at UA (at FRA or Corporate Offices in the US) to pass this on to directly?
I am trying to thank the ICTS security agent who also deserves a "Gold Star" for going out of her way to assist me. I think it proper to add my note to her personnel file. I have no idea how to contact ICTS at FRA so her boss will be aware of her invaluable assistance. I hope she still has a job under current COVID circumstances.
Unfortunately, I am tardy in not having written this 3 months ago. No idea about UA functionality at FRA currently, nor ICTS at FRA.
Apologies if names are not supposed to be used in the Forum, but how else to identify folks to compliment them?
If someone at UA is reading this, please let me know if there is a more effective means to proceed.
Further suggestions appreciated. Thank you all in advance
From NOLA with love
I was trying to say to UA that the staffing situation at FRA before the COVID issues was poor leading to a bad customer experience.
The hope is that things might change for the better in the future (agree, my Rose colored glasses are on). However, having employees empowered to effectively assist customers is a proper expectation in my view.
I am trying to thank the UA Supervisor who actually assisted me. I think it proper to add my note to his personnel file. How else to say a proper thank you to this person so that his boss will be aware of his great service? Is there someone at UA (at FRA or Corporate Offices in the US) to pass this on to directly?
I am trying to thank the ICTS security agent who also deserves a "Gold Star" for going out of her way to assist me. I think it proper to add my note to her personnel file. I have no idea how to contact ICTS at FRA so her boss will be aware of her invaluable assistance. I hope she still has a job under current COVID circumstances.
Unfortunately, I am tardy in not having written this 3 months ago. No idea about UA functionality at FRA currently, nor ICTS at FRA.
Apologies if names are not supposed to be used in the Forum, but how else to identify folks to compliment them?
If someone at UA is reading this, please let me know if there is a more effective means to proceed.
Further suggestions appreciated. Thank you all in advance
From NOLA with love
As far as the ICTS person in Frankfurt, you’ll have to figure out how to contact ICTS or FRA about this person. Don’t involve United in this matter, it’s not their bailiwick.
Apr 23, 2020, 8:27 am
#12
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: 66,856
....
I am trying to thank the ICTS security agent who also deserves a "Gold Star" for going out of her way to assist me. I think it proper to add my note to her personnel file. I have no idea how to contact ICTS at FRA so her boss will be aware of her invaluable assistance. I hope she still has a job under current COVID circumstances.
Unfortunately, I am tardy in not having written this 3 months ago. No idea about UA functionality at FRA currently, nor ICTS at FRA.
Apologies if names are not supposed to be used in the Forum, but how else to identify folks to compliment them?
If someone at UA is reading this, please let me know if there is a more effective means to proceed.
Further suggestions appreciated. Thank you all in advance
From NOLA with love
I am trying to thank the ICTS security agent who also deserves a "Gold Star" for going out of her way to assist me. I think it proper to add my note to her personnel file. I have no idea how to contact ICTS at FRA so her boss will be aware of her invaluable assistance. I hope she still has a job under current COVID circumstances.
Unfortunately, I am tardy in not having written this 3 months ago. No idea about UA functionality at FRA currently, nor ICTS at FRA.
Apologies if names are not supposed to be used in the Forum, but how else to identify folks to compliment them?
If someone at UA is reading this, please let me know if there is a more effective means to proceed.
Further suggestions appreciated. Thank you all in advance
From NOLA with love
Apr 23, 2020, 8:46 am
#13
FlyerTalk Evangelist
Join Date: Mar 2014
Location: 4ιme
Posts: 12,043
They were reported as gone as mid-year 2019
FRA staff/support thinning out
FRA staff/support thinning out
Apr 23, 2020, 8:59 am
#14
Join Date: Mar 2015
Location: New York, NY
Posts: 687
Is the no-layoffs thru Sept. 30 regulation applicable to international employees? There’s quite a few (at least partially) in-housed stations all over Europe / South America / Asia / Sydney & Auckland
Apr 23, 2020, 9:40 am
#15
Original Poster
Join Date: Sep 2008
Location: New Orleans
Posts: 20
Thank you folks. I have just contacted UA via:
https://www.united.com/en/us/customercare
Comments from you are appreciated.
I hope they are able to contact the security firm via their station manager or perhaps via a LH colleague at FRA. I assume the higher level folks know each other quite well at the various airports / stations.
https://www.united.com/en/us/customercare
Comments from you are appreciated.
I hope they are able to contact the security firm via their station manager or perhaps via a LH colleague at FRA. I assume the higher level folks know each other quite well at the various airports / stations.