economy plus seats taken away by rep
Jul 23, 2011, 11:17 pm
#1
Original Poster
Join Date: Feb 2010
Location: los angeles
Programs: spg-gold,marriott-gold,priority-platinum,united-1K
Posts: 68
economy plus seats taken away by rep
Have you ever had this happen to you?
Called to verify my seats by phone only to encounter a rep who decides to change me against my will.
After being premier members for six years,using their most expensive credit card(375 a year),traveling with 2 disabled kids,booking 10 months in advance and literally 'babysitting' our reservation-Rep Lisa B of Chicago decided to take away our premier seating and told me 'Go and complain on Flyertalk if you want'.
Does Loyalty matter to United?
Called to verify my seats by phone only to encounter a rep who decides to change me against my will.
After being premier members for six years,using their most expensive credit card(375 a year),traveling with 2 disabled kids,booking 10 months in advance and literally 'babysitting' our reservation-Rep Lisa B of Chicago decided to take away our premier seating and told me 'Go and complain on Flyertalk if you want'.
Does Loyalty matter to United?
Jul 23, 2011, 11:19 pm
#2
Join Date: Dec 2007
Location: SFO
Posts: 4,911
Have you ever had this happen to you?
Called to verify my seats by phone only to encounter a rep who decides to change me against my will.
After being premier members for six years,using their most expensive credit card(375 a year),traveling with 2 disabled kids,booking 10 months in advance and literally 'babysitting' our reservation-Rep Lisa B of Chicago decided to take away our premier seating and told me 'Go and complain on Flyertalk if you want'.
Does Loyalty matter to United?
Called to verify my seats by phone only to encounter a rep who decides to change me against my will.
After being premier members for six years,using their most expensive credit card(375 a year),traveling with 2 disabled kids,booking 10 months in advance and literally 'babysitting' our reservation-Rep Lisa B of Chicago decided to take away our premier seating and told me 'Go and complain on Flyertalk if you want'.
Does Loyalty matter to United?
Jul 23, 2011, 11:27 pm
#3
Join Date: Mar 2010
Location: PIT
Programs: OZ Diamond, UA Gold
Posts: 9,906
He said he was 2P, but not sure about the companion limit.
To the OP, The agent didn't sound that nice. If you truly belong in E+, I would call in again to get a different agent and ask for your seats back.
Besides, shouldn't disabled people get the bulkhead anyways? I know that's CO policy at least.
Jul 23, 2011, 11:36 pm
#5
Join Date: Aug 2010
Location: STR
Programs: UA Slvr, DL Slvr, IHG Plt, SPG Gld
Posts: 197
Jul 23, 2011, 11:50 pm
#7
Join Date: Mar 2010
Location: PIT
Programs: OZ Diamond, UA Gold
Posts: 9,906
Jul 24, 2011, 12:06 am
#8
Join Date: Jun 2004
Location: What I write is my opinion alone..don't read into it anything not written.
Posts: 9,685
This COULD be a case of DYKHIW (doyouknowwhoiwas.) But then again, it could be a case where someone just doesn't write all of the appropriate and necessary details, or proper sentance construction to convey a clear and pertinant statement. I know I am guilty of typos, but I make sure to clearly state the relevant points in my discussions.
My assumption is OP was 2p, booked last year (booked 10 months in advance,) didn't requalify for this year's benefits, didn't buy E+ access, didn't pay for e+ seats and wishes to leverage his past benefits against his current situation, for which he doesn't qualify. I could be wrong, but without him stating that he is currently entitled to the seats, I will assume only the facts that he has presented, and a legit, published right to E+ isn't something he has stated.
Last edited by fastair; Jul 24, 2011 at 12:12 am
Jul 24, 2011, 12:25 am
#9
Original Poster
Join Date: Feb 2010
Location: los angeles
Programs: spg-gold,marriott-gold,priority-platinum,united-1K
Posts: 68
My husband and I have alternated being premiers( 25 k and 50k )since 1995.We always travel as a family of 2 adults and 2 kids.Moreover ,my kids are disabled one is epileptic and one is autistic- asthmatic (hence the neccesity to sit with us and preferably in the first half of the plane where air circulation is a bit better).We travel every other month and have bent over backwards to use United and its Star Alliance members over the years even when it meant paying a bit more or waiting longer in international transits.For this particular flight (part of a multi segmented international one and on United) we were assigned the right seating row 9,10 over 10 months ago.I monitored closely the seating each time they changed aircrafts and was in row 17 AB C D till 8 pm tonight. I called to verify that everything is the same when this lady says to me-"Oh you have no seats!" . I proceed to point out I do and I can actually see them on line in row 17 on a 777-200. To which she informs me she is putting us in row 31 and there is nothing I can do about it!??.Baffled I ask if row 31 is E+(I know it isn't) explain that my son is asthmatic and ask for my row 17 seats back.She replies I never had them (??),that she doesn't care and that I can post it on FT if I want since it's not going to change anything.
Jul 24, 2011, 12:26 am
#10
Join Date: Jan 2009
Location: LHR (sometimes CLE, SFO, BOS, LAX, SEA)
Programs: UA 1K
Posts: 5,892
Sometimes E+ seats are taken away by an automatic process, http://www.flyertalk.com/forum/unite...s-expires.html, if for example the frequent flyer status you used to reserve the seats has expired. If this is what happened (but with a human performing the "sweep" and telling you about it), if it's any consolation, this will at least give you a chance to make alternate arrangements to get the best possible seats on the aircraft. You might have otherwise missed it -- the automatic process which reassigns seats by checking FF status can be pretty subtle.
I'm sorry to hear that an agent left a bad impression with you.
Of course if you're supposed to be able to select E+ seats for your reservation (for example if you bought E+ access for the trip or the year, or you associated a traveler on the record with a UA frequent flyer number associated with Premier or higher frequent flyer status), and a phone rep took them away from you capriciously, that's really bad! If I remember right, the typical E+ allotment is one 2P + one companion, or one 1P + one companion -- I'll assume that you have at least two elite members on a record with four total travelers.
If you haven't paid for E+ & don't have a way to get it for free, could an agent have done that would've made a good impression? Even a polite "no" is still a "no", after all.
I'm sorry to hear that an agent left a bad impression with you.
Of course if you're supposed to be able to select E+ seats for your reservation (for example if you bought E+ access for the trip or the year, or you associated a traveler on the record with a UA frequent flyer number associated with Premier or higher frequent flyer status), and a phone rep took them away from you capriciously, that's really bad! If I remember right, the typical E+ allotment is one 2P + one companion, or one 1P + one companion -- I'll assume that you have at least two elite members on a record with four total travelers.
If you haven't paid for E+ & don't have a way to get it for free, could an agent have done that would've made a good impression? Even a polite "no" is still a "no", after all.
Jul 24, 2011, 12:26 am
#11
Original Poster
Join Date: Feb 2010
Location: los angeles
Programs: spg-gold,marriott-gold,priority-platinum,united-1K
Posts: 68
Which has a different meaning thatn "I am currently 2P going on 6 years." The devil is in the details of what a person writes. Not to say the OP isn't currently a 2p, but nothing he wrote has any literal link to the fact that he is currently one.
This COULD be a case of DYKHIW (doyouknowwhoiwas.) But then again, it could be a case where someone just doesn't write all of the appropriate and necessary details, or proper sentance construction to convey a clear and pertinant statement. I know I am guilty of typos, but I make sure to clearly state the relevant points in my discussions.
My assumption is OP was 2p, booked last year (booked 10 months in advance,) didn't requalify for this year's benefits, didn't buy E+ access, didn't pay for e+ seats and wishes to leverage his past benefits against his current situation, for which he doesn't qualify. I could be wrong, but without him stating that he is currently entitled to the seats, I will assume only the facts that he has presented, and a legit, published right to E+ isn't something he has stated.
This COULD be a case of DYKHIW (doyouknowwhoiwas.) But then again, it could be a case where someone just doesn't write all of the appropriate and necessary details, or proper sentance construction to convey a clear and pertinant statement. I know I am guilty of typos, but I make sure to clearly state the relevant points in my discussions.
My assumption is OP was 2p, booked last year (booked 10 months in advance,) didn't requalify for this year's benefits, didn't buy E+ access, didn't pay for e+ seats and wishes to leverage his past benefits against his current situation, for which he doesn't qualify. I could be wrong, but without him stating that he is currently entitled to the seats, I will assume only the facts that he has presented, and a legit, published right to E+ isn't something he has stated.
Last edited by iluv2fly; Jul 24, 2011 at 2:37 am Reason: merge
Jul 24, 2011, 12:30 am
#12
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.99MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,782
Just to clarify
You and your spouse are traveling together with your two kids? And each of the adults have status?
You believe you and your family is fully eligible for E+?
If yes to the above, just call and get another agent to fix the problem.
You previous UA history (other than present status) or the childerns' medical history play no factor in your access to E+.
Did you mention FT or did the agent mention it unprompted?
You and your spouse are traveling together with your two kids? And each of the adults have status?
You believe you and your family is fully eligible for E+?
If yes to the above, just call and get another agent to fix the problem.
You previous UA history (other than present status) or the childerns' medical history play no factor in your access to E+.
Did you mention FT or did the agent mention it unprompted?
Last edited by WineCountryUA; Jul 24, 2011 at 12:35 am
Jul 24, 2011, 12:35 am
#13
Original Poster
Join Date: Feb 2010
Location: los angeles
Programs: spg-gold,marriott-gold,priority-platinum,united-1K
Posts: 68
Just to clarify
You and your spouse are traveling together with your two kids? And each of the adults have status?
You beleive you and your family is fully eligible for E+?
If yes to the above, just call and get another agent to fix the problem.
You previous UA history (other than present status) or the childerns medical history play no factor in your access to E+.
You and your spouse are traveling together with your two kids? And each of the adults have status?
You beleive you and your family is fully eligible for E+?
If yes to the above, just call and get another agent to fix the problem.
You previous UA history (other than present status) or the childerns medical history play no factor in your access to E+.
Yes we are both premiers for THIS YEAR and traveling with two disabled kids.I called since she took my seats away and now nothing is left but back of airplane scattered seats.So much for status and booking in advance
Last edited by lulubell; Jul 24, 2011 at 12:36 am Reason: error
Jul 24, 2011, 12:35 am
#14
Join Date: Jan 2009
Location: LHR (sometimes CLE, SFO, BOS, LAX, SEA)
Programs: UA 1K
Posts: 5,892
My husband and I have alternated being premiers( 25 k and 50k )since 1995.We always travel as a family of 2 adults and 2 kids.Moreover ,my kids are disabled one is epileptic and one is autistic- asthmatic (hence the neccesity to sit with us and preferably in the first half of the plane where air circulation is a bit better).We travel every other month and have bent over backwards to use United and its Star Alliance members over the years even when it meant paying a bit more or waiting longer in international transits.For this particular flight (part of a multi segmented international one and on United) we were assigned the right seating row 9,10 over 10 months ago.I monitored closely the seating each time they changed aircrafts and was in row 17 AB C D till 8 pm tonight. I called to verify that everything is the same when this lady says to me-"Oh you have no seats!" . I proceed to point out I do and I can actually see them on line in row 17 on a 777-200. To which she informs me she is putting us in row 31 and there is nothing I can do about it!??.Baffled I ask if row 31 is E+(I know it isn't) explain that my son is asthmatic and ask for my row 17 seats back.She replies I never had them (??),that she doesn't care and that I can post it on FT if I want since it's not going to change anything.
This is just a wild shot in the dark, but -- does United's new-configuration 772 (http://www.seatguru.com/airlines/Uni...-200_2_New.php) have a row 17?
Do you know which configuration the aircraft is scheduled to carry?
Any reason you're using the phone versus selecting seats online? The systems should be pretty much equivalent -- reservations agents can't do much more than you can do online. (Web Support can do a little more).
Your itinerary (accessed via your "record locator" or PNR) includes a detailed audit log of who made what changes to your reservation when; it should be trivial for Customer Relations to investigate bad changes made by a misinformed or malicious agent.
Jul 24, 2011, 12:37 am
#15
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.99MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,782