To be honest I think B747 made a valid point about trying to "do" the upgrade so close to departure. There are times when you have to put aside your feeling of wanting to do a nice thing in the intrest of good judgement given the situation at hand. Sometimes you just have to say "I'm sorry. I'm unable to help you at this time."

I also tend to agree with B747's points regarding the bending of rules. When you bend the rules you start chipping away at the value of the product. Eventually a sense of entitlement slips in and the next thing you know it's an expectation.

There needs to be a boundary fence that should be protected, and that actually serves to benefit everyone. I can think of many tip passed along on FT that involved "bending the rules". Now you've several people trying to get the same one-time only perk someone else got as a favor.

There is an art to providing good, consistent customer service. UA ain't got it completely right. But then again I'm not convinced that any of the other majors has either.


[This message has been edited by JeffS (edited 09-07-2002).]

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[This message has been edited by tom911 (edited 09-07-2002).]

In B747's defense, I don't think that one has to swim in the ocean to know that it is wet.

-Otto

OK, I don't know the customers (mom and daughter flyers) in question, but eh conspiracy theorist in me says they may have been trying to pull a fast one on Jana.

Obviously they knew they were on different fare basis. They found a kind CSR willing to try and make the change last minute.

Do you think they may have been trying to get away with an upgrade that they knew was not allowed?

Suffice it to say that B747-437B knows more about United than most UA FFers think THEY know about the company...

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Thank you for choosing Continental Airlines, a proud member of the SkyTeam Alliance.

Let's not let this get out of hand guys. I don't think anything B747 said was rude. He said *****ed up as opposed to "made a mistake" but in reality, those two are the same thing, and, by my interpetations of jana's response to him, she agreed. Was she trying to be nice, and go the extra mile... obviously, yes, and from what I have seen her post on this board, that is the norm for her, she seems like a very caring agent, and an asset to UA. On the other hand, she did, as admitted, make a mistake in trying to do something like this so close to departure, and put herself in a bad position. She no doubt learned something from the experience, and, I must say, her sharing it here on FT. where she knows other employees post, opening herself up to possible criticism, is gutsy. I for one commend her, and her attitude.
What B747 said was the honest unfiltered non PC version of the truth, and I can't disagree with any of the statements he made.

I fear what she learned was to not try as had next time - however, I am hopefull that Jana cares enough that this will not sink in http://www.flyertalk.com/forum/smile.gif

You are certainly an expert at taking one line out of context, as you seem to do it in every thread you post to.
Perhaps if you were onboard said aircraft, with a tight connection in ORD, you would not be so agreeable to taking a delay. CSR's have to, by their very job description, walk a very thin line at times. If going the extra mile for one customer, means disservicing 150, then a reevaluation of priorities is in order.

things just dont work out as planned sometimes...

all i am asking: did anyone get really hurt? did anyone do anything bad on purpose?

enough for now...

[This message has been edited by hmsflytalk (edited 09-08-2002).]

I appreciate each and every response to this thread. I have not taken offense by anyone's response. We're all adults and the purpose of this board is to express our opinions and ideas about the ever-changing airline industry.
I can say that it did cross my mind that the customer I posted about knew 100% that they were trying to "get one over on me" after exhausting all rightful attempts to obtain the upgrades. She was very angry because it was the computer system that would not allow the upgrade to take place- not ME.
When my coworker told the help desk the exact error response I received, the help desk said, "There's a problem upgrading from the original fare basis."
Due to the fact that this was basically Upgrade 101 and I messed up by not recognizing it, I tried to correct it and would have done so had she not called attention to my "stupidity" (I recall mention of me as "the dumb blonde over there...) to a supervisor who didn't like her attitude and requested she and her daughter board or miss their flight.
The advice given here was good. However, imagine if YOU were the customer at the counter or gate requesting something and being told by the CSR that they WON'T do it because they're not sure it can be done in time. Had it been a "legal" change- I would have been done in less than 5 mins. Wouldn't you want me to take the 5 mins.?
I'm pleased that some of you have mentioned the compensation as fair. I truly believe it was and more than enough if she indeed had ulterior motives.
Thanks again for your feedback!

You never comment before on these statments by your PAX - There is NEVER an excuse to respond in this way to any CSR, let alone someone like yourself who would have been friendly and helpful. Instead of giving them 2,500 mile coupons perhaps a SPECIAL boarding pass in center seats would have been appreciated http://www.flyertalk.com/forum/smile.gif After those comments to and about you, the fact that you were still concerned about your handling of the matter is the ultimate tribute to your value to UA.

Never seen anyone with so much time and afterthoughts on their hands.

ROTFL http://www.flyertalk.com/forum/smile.gif

Alas, UAL has less money to spend on consultants now than they did in the past! http://www.flyertalk.com/forum/wink.gif

Sincerely, the same day I "adopted" a psgr's stray kitten (too young for shots and Vet papers to fly. I bottle fed her!) I was told by a 1K (delayed 45 mins. IND-ORD) that "I wish the very worst for ALL of you!!" The next delayed flight, I was asked if I had any children. I said I did and this witch told me how sorry she was for any child to have me as a mother. She was angry because her seat was given away 15 mins. prior to dept. on an oversold flight and her baby HAD to be picked up by 6pm in Chicago. This was my fault. Right?
I hear a lot of insults- never one from this board. It's why I prefer FC and Premier check-in while working.