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When I get an agent that does not know some basic information, or gets stumped by a simple request, I usually said something like, "something has come up, and I need to call back later..." Then hang up, and redial and that usually solves the problem.

dcpdxtrans

I usually do the same thing. I am currently on Premier Line bc UA canceled an int'l segment. Though it is rare to see such segments cancel, no biggie. Well, CS told me that she was not sure it would be an even exchange and needed to speak to someone else?!! UA canceled the flight and the agent thinks that the PAX needs to pay a fare difference bc now the routing cities are different?? Yikes...

MOD: Perhaps my response needs to be in a different thread for incompetent CS and not necessarily robot CS as the agent was friendly and warm but as soon as she mentioned that she could not find the same fare class, I knew I was in trouble

UPDATE: When I HUCA, I could tell I was speaking with an experienced CS. Very simple. No fare difference. All done. CS was apologetic. HUCA--learn it, live it, love it!

Porch

wait till you deal with Customer Service as a 1k they said $200 is the most they pay for cancelled flight for hotels cabs and airfare.

985X

I had a schedule change with LX as well. LAX-ZRH-LCY. When I asked her to rebook since I have to arrive earlier, she said she can only rebook on LX or UA metal. But the problem is, I need to get to LCY earlier, UA doesn't have codeshare going into LCY, so my only option would be LH. I was looking at LAX-ORD-FRA-LCY (UA+LH+LH, no way I'm flying UA metal across the pond). The agent said she can't do it. HUCA, wait time is 30min, so I called mandarin line. This time it's even worse. I told her K class is available all the way, then she said "the fare class is different between airlines, just like UA K class is not equivalent to K class in Air China, what about leaving a whole day earlier?". Then I had to give her a lecture about TATL JV and how fare classes are consistent across UA/AC/SN/LH/LX/OS on TATL segments so it's easier to rebook pax. She told me to call back in half an hour so by that time their web support would start working. I didn't even know mandarin line web support doesn't start working until 5pm PDT. Now I'm on the 3rd agent which insisted it has to be rebooked on LX/UA metal, can't do LH even with JV.

And earlier this month, after I landed in JFK from BRU, I got a text message saying my connecting UA flight to LAX has been canceled. Called UA immediately. Asking for rebooking on AA JFK-LAX direct. Guess what the agent said? "Sir we cannot rebook on other airlines, has to be on UA. What about the 630pm flight from Newark? Can you make it?" I almost started cursing in the immigration line. I guess the agent felt my anger and finally rebooked me on AA after supervisor approval.

I've figured, some agents are treating customers in a "fake it til you make it" way. So tired of the fairy tales from agents..

halls120

My last three phone interactions with UA premier desk agents have been outstanding. Each call was made for the purpose of changing a flight in the middle of a trip, and all three interactions were pleasant and successful. In fact, it reminded me of the days before the merger.

SF_DUKE

The "1K desk" agents have been subpar the last couple weeks. Definitely not the norm. Been a lot of HUCA to try and get a competent agent.

Last resort is usually asking for a supervisor and that will land an experienced agent either in ORD/IAH.

danpeake

I'll tell you what - I don't know what's going on with the hold times.

I called the "Premier Desk" (I'm gold) and I've been on hold for over 30 minutes before giving up. This is after the message that my call will be answered in 5-10 minutes.

nmpls

I dunno, I just called the lowly silver line a few minutes ago to fix a weird auto-rebooking issues and she was helpful, quick, and overrode a few things I couldn't on line. Total call time 5min 48 seconds.
OTOH, am I happy united's only options were depart/arrive 12 hours (aka one extra hotel night) early v. get in hours too late for a 5 hr flight, less so.