WindFlyer

While we wait to see how UA handles the OP's next move, I'm certain that a MEMO will be going out instructing all agents to not sell UFCs to NC pax

bazzy

I just finished reading this thread!

UNITED AIRLINES..I hope you read this too, what a lot of ****! Your people in the IFL ought to be ashamed of themselves, but I'm sure they are not. What a way to treat a customer.

To be honest, just for that I just changed a flexible booking on one of your east coast flights to AA.

What a shame, especially the gate escort, thats totally uncacceptable!

GoingAway

Not quite the same situation but I got an offer to buy a domestic upgrade today on a F3FF ticket that was not upgradeable from the Mr. Chicken machine Wasn't planning to spend the money, but found it interesting based on this thread.

ozstamps

Richard, as probably one of the few here ever to have received an email from Glenn Tilton I have his email address. I'll pass it on to you, on this occasion.

If this were me that got that response above after the botch up I'd send something fairly short like this right to the top:

--------------------------

Dear Mr Tilton,

I am a multi year 1K and am doing my tiny piece to assist United emerge from Chapter 11 by flying with you regularly on International routes. (Congratulations on being awarded the OAG "Best Carrier to Asia" award last week.)

Recently I was offered a chance at the SFO gate to upgrade my Business Class boarding pass to Asia to First Class if I paid $525 one way for that privilege.

I said "yes", paid the $525 on credit card and went off to enjoy a drink in your quite superb First Class lounge in SFO.

I was grilled by both the female Lounge Wardens upon arrival, marched back "under escort" to the gate, had my First Class boarding pass cancelled, re-issued a Business Class boarding pass (not in my earlier and preferable chosen seat) and totally embarrassed and humiliated in front of others during this whole process. I was told I'd get a refund on the $525.

Both the agressive Lounge Wardens involved refused to give me their names when asked politely for them.

The First Class seat I was clearly sold remained empty during the flight to Asia - I went and checked mid flight.

Bottom line - United lost $525 in money, and a large amount of my goodwill. And the seat stayed empty. Are you happy to hear of instances such as this to regular flyers, in this era of trying hard to become profitable??

I emailed Customer Service who as you can see below agree I received a poor impression of United's ability to serve me, but offered nothing whatever to recompense that impression - not even a simple re-credit of the upgrade Certificate I originally used.

Mr Tilton you are a very busy man - I realise that, but thought in such an appalling instance of a couple of power drunk employees losing you $525 easy revenue AND irritating a top level flyer at a major hub city, you may wish to hear of this and take appropriate action yourself, as clearly it will happen to others.

I am still in Asia, and do hope in view of this fasco I am offered a First Class seat for my return flight!

Yours etc

My United PNR is XXXXXX

-----------------------

I'll bet my house a letter along these lines will see you upgraded free to First on the way back, at least. Which is a $525 better outcome for you, and may get the SFO Dragons kicked up the butt at the same time - right from on high.

travelinmanS

This thread is fascinating!

I have run into the questioning matrons at the SFO F lounge many times. Every time I go in there they question me on how I upgraded, if they took it, ect. They are also rude and unsmiling.

Reading this thread reminds me how happy I am that I have decided to switch all my transpac biz to SQ this year. After 4 years of flying UA in C class and upgrading to F (6 rt's a year). I am now flying all of these flights in the comfort of a SQ spacebed and I've never been questioned about lounge access!

The only way UA will get the message is if people begin to fly other carriers on the lucrative overseas routes from SFO. There is another nonstop option to almost every city UA flies to out of SFO (except Nagoya, Osaka) and if you're willing to make one connection you can get anywhere in Asia without ever setting foot on a UA bird! Besides if you're flying on your own dime and don't get a company discount UA is usually (and unbelievably!) the most expensive!

yogi

This is why the good lord made audio/video recording cell phones. If I am ever so lucky to upgrade to Intl F I'm going to make sure I have a nice long stopover at SFO....

thelark

One thing that particularly bothers me is the escort. My response most certainly would have been along the lines of, "You are not going to escort me anywhere as I will be going wherever I please."

RichardInSF

Thanks hugely to Ozstamps! I sent an email much along the lines he suggested and finally got the kind of response that should have been received in the first place. I am now satisfied with the outcome (if it works out as promised):

Dear Mr. RichardInSF,

My name is xxxx and I manage the Mileage Plus program for our most frequent flyers, like yourself. On behalf of Dennis Cary, Senior Vice President of Marketing, I would like to offer our sincerest apologies for the experience you described below.

While it is United's policy not to allow double upgrades, once you had been offered and purchased the upgrade into United First, that should have been the beginning of a successful trip on United and not the experience you describe below. I assure you that this matter has
received the highest level of attention and that we are addressing the staff in San Francisco to ensure that our customer service priorities are clear.

Please accept our deepest apologies. We have taken the liberty of upgrading you to United First, at no charge, for your return trip home....

Thank you for taking the time to contact us. We truly appreciate your loyalty.

Sincerely,

xxxx
Manager, Marketing Programs

SEA1K4EVR

OUTSTANDING!!! Enjoy that flight home.

dcgators

Finally someone takes responsibility on behalf of UA instead of passing the buck. ^ Not only should they retrain the SFO staff, they should also address the 1K voice staff's lack of proper response.

Upgrading your return leg to F was a nice gesture ^ but they could have done a little more considering the degrading behavior by the F lounge staff at SFO to one of their best customers.

CApreppie

Thank you for updating us on the final outcome. Glad to hear that the situation was finally handled properly. Good for UA to make things right. I think it was appropriate compensation. Nothing was lost or physically injured. It shouldn't have required being pushed so far up the ladder and require executive attention though. Hopefully things will be adjusted to avoid such situations in the future.

MJonTravel

Excellent! I'm glad you took the time to write back. This is what the initial response should've been.

GoingAway

I'm glad you have resolution and it was positive.

For others that fly through SFO, I'd like to hear whether their experiences of dealing with these dragons (see, I found an alternative to matron ) at the front desk have changed and if they are welcoming passengers instead of interrogating them. If it hasn't changed, perhaps the time is right to send some letters to complain as they should be looking at the lounge and personnel following this letter.

CApreppie

I've seen dragons used in other forums and thought it was too nice for the nasty ones. And dragons are pretty interesting mythical creatures.

Maybe we should use "ogres". The M-W definitions are spot on!
1. A giant or monster in legends and fairy tales that eats humans.
2. A person who is felt to be particularly cruel, brutish, or hideous.

sandyk112

I agree. On the few occasions I have ventured into the Intertional F lounge at SFO or IAD, I have been struck by their meagre offerings, esp compared to the business class lounges in Europe or Asia. It appears that the matrons are guarding a non-existent treasure.