DullesJason

Me too!

Nothing I have said has been presented as being true 100% of the time. While I acknowledge and agree the human element of the job is always at play, it would be exceedingly rare and risky for a gate agent to go around the pecking order in an op-up situation. Yes audits are done, but not often. How were you given access to the pecking order so that you were able to confirm the agent disregarded it? I'm sure you maybe have witnessed a sob story turned into an upgrade, but that negates the existence of a pecking order, as you said this flight was no op-ups needed. You're talking about free upgrades outside of op-up situations. I pretty much tried to stick to the op-ups scenario. Different ballgames. But yes, free upgrades aren't really authorized. The gate agent would have to be able to justify the reason for doing it if questioned by a supervisor.

Thanks, that's what I tried to do--show how gate agents go through the process and try very hard to abide by a fair system. UA GAs are generally very conscientious about this concept of fairness and not making exceptions at the expense of deserving, loyal customers. It does take a certain amount of fortitude to say no all the time, but one gets better at recognizing BS with time and experience. As an employee I agreed with the system and now as a general, non-elite member, I still agree with the system in place, even though I don't benefit from it.

I always appreciated the odd customer who gave me candy or a bottle of water, then smiled and walked away in clear indication they expected nothing in return (and got nothing), but just appreciated my hard work, etc. So SFWanderer, I'm sure the first gate agent upon whom you bestow such thoughtfulness, will likewise be appreciative because it's rare

DullesJason

It's important to be at the gate if (and only if) you're among those likely to be called because the gate agent is only human and may give up on getting you to respond to a page after 2-3 times if you don't show up. At a large hub, there isn't the environment for communication between gate & RCC, so if you don't hear your name called, you may be bypassed.

If you're at the gate so you can hear when your name is called for an op-up, you have 100% of getting the op-up. If you're not at the gate, I'd guess your odds drop to no better than 50-50. Apparently it worked in your favor SFo-KIX and that's great, but it may not next time you're in the same situation as an op-up candidate and spend all your pre-board time in thr RCC. There is always the next 1K, next 1P, next 2P who also is deserving and is more convient to give the op-up to. My original post alluded to importance of convenience, which is a huge factor in achieveing on-time departures.

Just something to keep in mind.

Yeah, it's a doozie, isn't it.

I gave it a good effort to make it very informative or entertainin for the reason that I think FT has tons of valuable information. Just keep looking and you'll find much more.

Thanks. An op-up is segment specific because it is done due to an operational need. After the first, you may or may not get the 2nd.

DullesJason

Guidelines make it easier to say no! And to remind agents to put the favor where the money is!!! But there also is ample flexibility in how the gate agent worksthe flight. There are still plenty of decisions to make. It's not just a checklist. Good agents are decisive, knowledgable and skilled at multitasking.

Yes it can be very difficult during irreg ops and I hope all of you are reminded of that the next time you consider being abusive to an agent ot F/A, etc. But abuse it part of the job. I think it wasn't so much I was selling it short but I don't think it's the hardest or most stressful job in the world. Comparisons that come to mind are emergency rooms, EMTs, cops, FDNY, etc. Gate agents are unquestionablyy undervalued and underappreciated, but they don't deal with life and death.

Which makes me wonder why some flyers fail to see it that way and portray a middle seat as a life & death issue. Seriously. It happens.

LOL, the endings aren't all as happy as I described. A sequel? Hmmmm, not even done with the first one yet. I'm planning to answer as many questions as I can.

Horror Story? Nah! Never had them! What makes you think such things could have possibly happened?

This doesn't sound familiar. Can you elaborate? You mean the volunteer denied boaridng list? At UA, there is no way to "leap frog" top tier elites. As it pertains to op-ups, United wants the most valuable customers rewarded first and would presumable disallow leapfrogging as you've described, which I have never heard of.

When I posted this I knew there would be follow up questions and I was prepared to answer them--though I am surprised how many have come in a little more than a day. It looks like I have made it through post #140. I will continue as time permits. Be patient if you have questions. Sleep beckons.

cielodome

My reasons for chosing to fly UA (after TWA became AA) was from the many very good recommendations given regarding the good service and the good MP program. I have often seen people groveling at the gate for upgrades, and some have even been way out of line when things did not go their way.

Thank you, DullesJason, for your information and your perspective as it has only confirmed my reasons for flying United! It has also provided an education (both in terms of information as well as 'courtesy and manners') which will help me appreciate all the work the GA does in order to make my flying experience a good one.

I hope that you may have the time to provide yet another perspective so that we can all become better flyers!

Thanks! ^ ^ ^ ^ ^

Thomas

jyatlantic

THanks for the perspective from the GA>

I really like UA's non-double upgrade policy and revenue first (over status). I wonder if other airlines follow this.

Leccy

Thanks for the post DJ, it is reassuring to hear the policy is in place to reward by status and revenue in op-up situations

HeathrowGuy

At several airlines, in cases where passengers do not need to be offloaded but DO need to be opup'd, those who volunteered to be offloaded will, by virtue of policy or habitual convenience, receive op-upgrades before anyone else.

gre

Smooze and "the speech" are two different things .

DullesJason

I don't think any GA that valued their job and wanted to keep it would accept. There is a high risk of getting caught and I don't think $200 is worth losing a job many GAs went to considerable effort to obtain. Maybe if someone had turned in their 2 weeks notice, but in all my years I had only one incident where someone offered me money and it was not a substantial sum. But aside from the risk, I think most GAs value their integrity so I seriously doubt anyone who tried it would have much luck except where the agent and customer knew and trusted each other in very rare circumstances.. I can't comment on UA stations in 3rd world countries except to say I'd guess it's rare there too.

GoingAway

Jason - I'm curious at how much interaction the GAs have with each other. You're mostly working flights on your own, or with only one other person. Is there a lot of interaction when you're not on the floor? Also, how are GAs assigned to flights - is it just who is available/free-for-all or are some graded at a higher level and handle the international or widebody flights? Can the GA pick which flights they'll work?

This thread has been fascinating to see and hear the other side, I appreciate you taking the time to chat with us.

DullesJason

They don't. All is not what it seems.

Upgrading is one thing and confirmed seating is another. When a UA employee is on business travel, he or she is entitled to book the C cabin on a 3 cabin aircraft, or Y on a 2 cabin.

So those 2 UA employees weren't on upgrades--they already held the seats with tickets in C. You had a ticket in Y. Not all people in C are upgrades. All is not what it seems.

I've pretty much always agreed. I'd never try it either. You're welcome

andyh64000

What about offering to VDB if needed? Do GAs not like that as well?

DullesJason

Getting witnessed is not the issue. If an agent gets caught it wouldn't be in the act. It can all be easily discovered in the computer

Well you're clearly not peevish!

I rarely carried a clipboard on the plane. Yes, if you've boarded, sometimes the agent doesn't have the time to go ont he plane to get you, whether it's an op-up situation or a supported U/G situation. If you board, you have seriously reduced your chances of moving up a cabin.

I doubt your view will ever be shared by UA senior management as long as UA remains in the Star Alliance. Might I suggest you move up to 1P? Then it won't be an issue--you'll trump *Gs

DullesJason

Yes, exactly. I wouldn't say it's quite out of the question, but the more elites you compete with for limited op-up space, the harder it is for discount fare buying 1Ps. 1K would help a lot. But then again, do you really want to spend that much more of your life on United's airplanes when you don't have to?

Javan69

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If you're only 1P, you do have to.