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Wrongly Denied access to UC at ORD? - UA *G intl partner flight without MP account

Wrongly Denied access to UC at ORD? - UA *G intl partner flight without MP account

Old May 21, 2023, 3:05 pm
  #76  
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Originally Posted by HNLbasedFlyer
It needs to be on the boarding pass. Then problem solved
It does not. You are misstating the rule.

In many cases, it's not possible to show the qualifying FFP number on the BP when the ticket is issued by a different carrier. That's why the rule expressly allows entry with a *A Gold card.
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Old May 21, 2023, 3:32 pm
  #77  
 
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Originally Posted by Kacee
It does not. You are misstating the rule.

In many cases, it's not possible to show the qualifying FFP number on the BP when the ticket is issued by a different carrier. That's why the rule expressly allows entry with a *A Gold card.
Gosh. The rule is the computer letís you in or not.
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Old May 21, 2023, 4:26 pm
  #78  
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Originally Posted by HNLbasedFlyer
Gosh. The rule is the computer letís you in or not.
That's simply not true.

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Old May 21, 2023, 4:28 pm
  #79  
 
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Originally Posted by starless
Last time I was at the entrance to a United lounge, waiting while the agent helped us rebook a flight, it seemed that 90% of the agents' jobs was to tell Polaris passengers they should go to the Polaris lounge, and that it was a lot better than the regular UA club. (A lot of Polaris passengers seemed to be very dubious of that!)
Wow. I thought I was seeing something getting my ticket fixed at the LAX PL, that more than half their job was "no, this ain't UC, 71A, CCs don't matter..." There is a reverse direction too!

OTOH, "scan only admission" would mean all guests are denied. That is, unless, they install an "I have a guest" button on the turnstile.
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Old May 21, 2023, 4:28 pm
  #80  
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Originally Posted by Kacee
It does not. You are misstating the rule.

In many cases, it's not possible to show the qualifying FFP number on the BP when the ticket is issued by a different carrier. That's why the rule expressly allows entry with a *A Gold card.
Agreeing that UA agent could have resolved it by inputting the MP number. At the same time, OP could have resolve the issue by having LH adding their MP number in the PNR.
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Old May 21, 2023, 7:51 pm
  #81  
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Originally Posted by HkCaGu
...OTOH, "scan only admission" would mean all guests are denied. That is, unless, they install an "I have a guest" button on the turnstile.
The automatic gates at EWR C123 UC have that features, so guests are no problem.
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Old May 21, 2023, 8:08 pm
  #82  
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The UA and *A rules are 100% clear the OP was eligible for access. Access can be with an appropriate *G BP or an appropriate *A BP with a *G "card". There is no disputing of that.

How the automation or agents handles or does not the case of a BP without *G but with a separate card, is the issue. Let's stick to that issue.

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Old May 22, 2023, 4:53 am
  #83  
 
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Originally Posted by HkCaGu
OTOH, "scan only admission" would mean all guests are denied. That is, unless, they install an "I have a guest" button on the turnstile.
AF solves this at their CDG 2F (Schengen) lounge by having a kiosk before the turnstiles where you scan the elite member's BP and then the guest's BP. The guest BP is then allowed to open the turnstile. They do have a dragon at the turnstile to explain that one's Amex Platinum/Delta Reserve/Priority Pass card doesn't grant access and handle the occasional case of an elite whose BP doesn't encode status.

It's absolutely possible to have turnstiles and allow guests.
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Last edited by WineCountryUA; May 22, 2023 at 9:42 am Reason: Off topic comment removed
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Old May 22, 2023, 6:14 am
  #84  
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Originally Posted by hhdl
AF solves this at their CDG 2F (Schengen) lounge by having a kiosk before the turnstiles where you scan the elite member's BP and then the guest's BP. The guest BP is then allowed to open the turnstile. They do have a dragon at the turnstile to explain that one's Amex Platinum/Delta Reserve/Priority Pass card doesn't grant access and handle the occasional case of an elite whose BP doesn't encode status.

It's absolutely possible to have turnstiles and allow guests
Some Star Alliance lounges operated by SAS have for years now — well before UA@EWR C — already set up things with automated gates where any *G using the lounge can mark themselves as coming in with one guest and then the +1 immediately behind can ride on the coattails of the *G boarding pass’ user. When the *G status doesn’t show on the boarding pass scan, there are nearby agents who can grant access anyway when shown a *G card in conjunction with a boarding pass for a departing * Alliance airline flight.
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Last edited by WineCountryUA; May 22, 2023 at 9:43 am Reason: Quote updated to reflect Moderator edit
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Old May 23, 2023, 8:14 am
  #85  
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Originally Posted by JayhawkCO
Bluntly, yes. If the passenger is on an international *A itinerary and produces a *G card, especially a UA *G card, then yes, the employee wasn't trained very well if they deny entry.
​​​​​​
yes, likely training.

I wish I had pulled up the site as shown in one of the posts above to point to the actual access rules *a gold on an international leg - just to see what else they say.

Fwiw, the one that engaged with me most kept saying that she was new there. I honestly took that as an attempt of de-escalation which was unnecessary and distracting as I was super factual about my side of the story. She was probably not new just completely convinced that what's on the screen is the only thing that can be, hence the bs explanations. As I was redirected to the other agent (as the more experienced one), a compete dead end, the frustration of asking any questions around it was through the roof. She literally looked she would have me escorted of the airport for smiling and talking with them.

Another data point my return was on another *a and the fqtn showed there automatically, so I believe UA to LH fqtn transfer didn't work in this case. It was also a ticket booked in less than 48 hrs before departure so maybe they only sync their systems every other day. This may sound funny but if you ever worked in ERPs this could indeed be the case lol.

I didn't expect this thread to get so much attention, so thanks all for additional info and reaffirming my thoughts.
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Old May 23, 2023, 8:56 am
  #86  
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Originally Posted by cfischer
. It's not a problem that the BP does not have *G on it for lounge access.
it was for the OP
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Old May 23, 2023, 11:43 am
  #87  
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Originally Posted by lincolnjkc
I don't think that this is a fair characterization. Agents are trained to follow what the computer says; agents are not trained to question the computer -- therefore agent saying "Computer says no" understands their job, as UA is currently training them for it, even if it's not the right answer for the situation.

...

The problem of course is when the computer isn't given the appropriate input to make the appropriate decision -- e.g. if the boarding pass doesn't reflect the entitlement. In this case it seems this is a LH root cause issue. Sure UA should probably have a more graceful way to handle these "input does not match expectation" cases but I don't think putting it on the agent is fair.
Originally Posted by HNLbasedFlyer
It needs to be on the boarding pass. Then problem solved
That doesn't solve the problem.

I am AC*G and UA*G. The chance of me crediting an AC flight to UA is basically 0. UA flights might get credited to either program.

If I'm flying SFO-LAX and crediting to UA (as I have done many times), the BP will not reflect my access.

If I am flying YVR-SFO and crediting to AC, and want to access the UC on arrival (absolutely within the access policy for UA*G), the BP will not reflect my access. This is an even more likely scenario when I'm only UA*S (last year, maybe next year, etc.).

Unless they're going to allow multiple frequent flyer numbers to be easily added to the PNR (and that says nothing about PNRs created by other airlines that may not even have a UA segment), they need to understand the rules well enough that when I show them a physical/digital card, their immediate answer isn't "I don't need that, the system says no".

FWIW, they do seem to understand that something like SFO-LAX (UA) -YYZ (AC) in J does not qualify me for access without status, but handing over my AC*G card does qualify me. I've never had pushback there. But I have had pushback in other scenarios where I have to quote their own website to them before they'll even attempt to do anything beyond scanning the BP.
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Old May 23, 2023, 12:09 pm
  #88  
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Originally Posted by PTahCha
Agreeing that UA agent could have resolved it by inputting the MP number. At the same time, OP could have resolve the issue by having LH adding their MP number in the PNR.
A traveler should not have to assume incompetence on the part of UA's lounge staff.

How far have things sunk when this is somehow deemed acceptable?
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Old May 23, 2023, 12:16 pm
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Originally Posted by Kacee
A traveler should not have to assume incompetence on the part of UA's lounge staff.

How far have things sunk when this is somehow deemed acceptable?
This thread is honestly kind of amazing to me. Having been in a training role for most of my adult life, my brain can't even process how someone whose workday is largely filled with one task isn't trained at all on that simple task. And yet there are still people here who think it's okay. I know other airlines misapply rules as well, but what every other company is doing has no impact on what UA should do. And, again, I sound like a broken record, but this training could literally consist of watching a 30 minute video and having a piece of paper near them for reference; this isn't teaching someone organic chemistry.
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Old May 23, 2023, 2:11 pm
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Originally Posted by JayhawkCO
This thread is honestly kind of amazing to me. Having been in a training role for most of my adult life, my brain can't even process how someone whose workday is largely filled with one task isn't trained at all on that simple task. And yet there are still people here who think it's okay. I know other airlines misapply rules as well, but what every other company is doing has no impact on what UA should do. And, again, I sound like a broken record, but this training could literally consist of watching a 30 minute video and having a piece of paper near them for reference; this isn't teaching someone organic chemistry.
Someone here said it's okay? UA is pushing near 100,000 employees (though I have no idea how many work in a UC) and one got something wrong with an LH boarding pass. It's dissappointing but hardly shocking.
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