I battle the Dulles RCC matron- you know who won! [Merged Threads]
Jul 8, 2007, 9:45 pm
#136
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UA_Flyer has hit the nail on the head--it is a consistent problem, and it is irritating. I have had the same problem. I have written the EMAILs to Liz too, but it does not change. Those of you who say it is not worth the money are right--but the inability or lack of desire of UA to fix the problem is telling.
Jul 8, 2007, 10:24 pm
#137
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Is this much ado about nothing?
If you use the example of the drink chits, perhaps. But if the quality of service at the IAD RCC as it applies to certain individuals (as it seems by the posts in this thread), then a concerted effort to "out" these individuals seems warranted.
After all, it's drink chits today, access tomorrow, and helping with a canceled flight the day after tomorrow. People who are bad in customer service generally are bad across the spectrum of services the job requires.
For the life of me, I can't figure out why after repeated (it sounds like dozens of complaints), that UA is unable to simply tell the RCC staff that certain passengers are entitled to drink chits.
If you use the example of the drink chits, perhaps. But if the quality of service at the IAD RCC as it applies to certain individuals (as it seems by the posts in this thread), then a concerted effort to "out" these individuals seems warranted.
After all, it's drink chits today, access tomorrow, and helping with a canceled flight the day after tomorrow. People who are bad in customer service generally are bad across the spectrum of services the job requires.
For the life of me, I can't figure out why after repeated (it sounds like dozens of complaints), that UA is unable to simply tell the RCC staff that certain passengers are entitled to drink chits.
Jul 8, 2007, 10:53 pm
#138
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UA_Flyer has hit the nail on the head--it is a consistent problem, and it is irritating. I have had the same problem. I have written the EMAILs to Liz too, but it does not change. Those of you who say it is not worth the money are right--but the inability or lack of desire of UA to fix the problem is telling.
Face it....The way United is operating, not what they say, is the reality. If you object? Stop being a martyr and fly another carrier.
I always wondered why free Drink chits were such a problem.....if you have the money to fly International, buy the drinks and leave the women alone. For me it is a poor risky choice to confront for $ 6.50. It seems many posters are saying they have difficulty in the RCC.... O.K. many posts have informed you....so why do you keep going there?
One last thought.....Just why does anyone in a USA federal airport area think they have any right to be abusive to an airline employee? Are you looking to get on the no fly list?
Jul 8, 2007, 11:13 pm
#139
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It's not just about $10
Many people have argued that this is a waste of time for Lucky to make a scene about because the value of the chits being disputed is only $10. The thing is, it's not just about $10. As others such as UA_Flyer have pointed out, the IAD RCC staff makes this mistake consistently. How many hundreds or thousands of travelers have been incorrectly denied $10 each? And if the RCC staff ignores clear UA policy on this matter, and is so deliberate about it as to threaten to call security when people argue for what they're plainly entitled to, it's easier to believe they're also cheating the customers somewhere else, too -- perhaps charging change fees or standby fees where not warranted. A few rotten apples could be cheating UA customers out of tens or hundreds of thousands of dollars per year.
And to those who say this shouldn't be a firing offense.... Many years ago a family member of mine was fired as a UA TA for misquoting a fare to a frequent traveler. The size of the mistake? Not thousands. Not hundreds. Not even tens. Just 8 freakin' dollars. (Granted, with inflation, it'd be about $20 today.) The reasoning was that if a TA was be caught making even a small mistake once, there might be a lot of other times where she's making much bigger mistakes.
And to those who say this shouldn't be a firing offense.... Many years ago a family member of mine was fired as a UA TA for misquoting a fare to a frequent traveler. The size of the mistake? Not thousands. Not hundreds. Not even tens. Just 8 freakin' dollars. (Granted, with inflation, it'd be about $20 today.) The reasoning was that if a TA was be caught making even a small mistake once, there might be a lot of other times where she's making much bigger mistakes.
Jul 8, 2007, 11:25 pm
#140
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Jul 8, 2007, 11:43 pm
#141
In memoriam
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Jul 8, 2007, 11:47 pm
#142
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...If it means by "drawing them out" like this, that everyone who flies on NH out of IAD must lose their RCC benefit, then that is what will happen. I doubt anything like that will happen, but "forcing an issue" for a victory with little actual value can often lead to a "clarification" of policies that hurt many.
FWIW, this argument (which you've repeated a couple of times), actually makes no sense.
There are no exceptions to the Star Gold admittance policy on a per-airline basis. The way it works is very simple: if a lounge is designated as a Star Gold Lounge, then the star-wide admit rules apply - drink chits and all. The ANA lounge is not a Star Gold lounge because it's operated by AF - and it's common practice throughout the alliance that where multiple lounges exist in an airport, the contract/third party ones are generally not Star Gold (this is not a universal policy, but a common one).
So, the Supervisor was either ill-informed, trying to cover for UA/the agent (because the threat of force against a customer is very serious), or both. Either way, there is 0% risk that all NH customers at IAD will be denied access to all RCCs (or drink chits for that matter).
And, FWIW, your argument feels like a bit of a straw man.
<G>
Jul 8, 2007, 11:49 pm
#143
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Maybe for the next few weeks any FT visiting the IAD club flying domestic or international should leave a copy of the rules at the registration desk. Not mention anything just leave the rules behind. They will get the message if this happens several hundred times in a day. I can’t understand why UA just cant get this problem resolved at IAD.
BTW some of the earlier post had me ROFL. We have some comics in the group.
BTW some of the earlier post had me ROFL. We have some comics in the group.
Jul 9, 2007, 12:09 am
#144
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He said that ANA didn’t have a lounge agreement here in IAD with UA, and therefore there was an issue with it. He nonetheless said that this issue is their fault, and not our fault, and therefore he would authorize the drink chits for us. He said he would call the RCC and let them know.
Much to my surprise this lady said that the other agent was having a meeting with the Sup! BIG ^ to the Sup!^ ^ ^
Sup: Look agent, we know there are a-holes out there, it's how you deal with them that matters *chuckling*
Agent: *Nervous giggle* I guess so - he just slapped this paper and acted like he owned the place
Sup: Yep I know the type - you see that just feel free to call for secondary support to deal with it - no need to call security and reward the piece of work with free publicity.
Agent: Okay gotcha - thanks.
Sup: Good - thanks, have a good rest of day. Hope you don't have any more of those pieces of work out there.
Agent: Yeah (shaking hands with Sup)
Sup: (Momentarily thinks to give a playful slap on the bum, then thinks better of it)
Folks, before some of you non-hardcore FT’ers think I’m nuts, this whole thing was fought as a matter of principle, because the matrons at IAD have a reputation for treating passengers like garbage and denying them explicitly stated benefits. The agent was extremely arrogant, rude and stubborn, and even called security on me, so I think I did a good deed.
Me: show boarding card with *UA Prem Executive* on it. Good enough, no gold card needed. Agent: "would you like drink coupons today?" Me "Sure" Her: here you go.
My point? I think this IAD RCC dragon stuff is overhyped. Reading the OP the term dragon is misapplied.
I can't believe she called security. I could understand that if you had no right to access the lounge (non-status flying internationally or something), but you had every right to access the club and she treated you like you were stealing.
All I had were $20s, honest!
Wowzers, what an eventful morning!
Jul 9, 2007, 12:13 am
#145
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Good thread, I enjoyed reading it after a long day at work.
Jul 9, 2007, 12:14 am
#146
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ＯＫ， ｊｕｓｔ ｌａｎｄｅｄ ｉｎ NRT ａｎｄ ａｍ ｉｎ ｔｈｅ ｌｏｕｎｇｅ， ａｎｄ ａ ｌｌ Ｉ ｃａｎ ｓａｙ ｉｓ ｗoｗ！ Ｄｉｄ noｔ ｅｘｐｅｃｔ ｉｔ ｔｏ ｂｅ ｔｈｉｓ ｂｉｇ ｔｈｉｓ ｆａｓｔ． Ｌｅｔ ｍｅ ａｄｄ ｒｅｓｓ ａ ｆｅｗ ｏｆ ｔｈｅ ｉｓｓｕｅｓ Ｉ ｓｅｅ ｈｅｒｅ．
Fine ｗｉｔｈ ｍｅ， ｔｈｅｎ Ｉ ｗｏｕｌｄ ｌｏｖｅ ｉｆ ｔｈｅ ａｇｅｎｔ ｗｏｕｌｄ ｓｈｏｗ ｍｅ ｔｈｅ ｒｅｌａｖａｎｔ ｒｕｌｅｓ or cite them， ｉｎｓｔｅａｄ ｏｆ ｊｕｓｔ ｓａｙｉｎｇ ｓｈｅ ｋｎｏｗｓ ｔｈｅｍ．
Ｙｅｐ， ｔｈａｔ ｉｓ ｔｈｅ ｏｎｅ．
Good question. There is nothing in the RCC admit profile against it, and you are still IDed at the bar, so I do not see an issue there. Would love to hear the relevant law if that is the case. Either way the agent never said that this was the issue, so it is a moot point in my opinion. Also, was flying with my dad, and it was the same issue for him.
Sorry Roger, but what are you talking about?!?!?!
Pay a higher fare for drink chits?!?! UA is not breaking any rules by not putting out enough saver awards... they are breaking the rules by not giving drink chits.
I think you are overcomplicating this. I was entitled to drink chits and I do not see what taking my business elsewhere has to do with anything. Call it boasting if you want, but the point of this thread, like many others, is to say that the perceived evil at UA is not being accepted. I want the best for United, and this lady is not in UAs best interest.
Say what?
Sorry folks, but what do you do if she does not know the rules and you have them? The only thing to do is to show her the rules!
Sorry goalie, I have to COMPLETELY disagree with you. This lady works in a CUSTOMER service position. That means she is supposed to treat clients with respect, not call security on them and be arrogant. I do not care what is going on at home with her, but when she comes to work that needs to be behind her and that is no excuse to treat us like garbage. I work in a customer service industry part time and am always polite and smile, regardless of how rude the guest is. Trying to justify the treatment is ridiculous IMO.
Either way, enjoying all the debate here...
Carrying a printed copy of the rules often won't get you very far. United can change its internal policies whenever it sees fit (assuming they are still in line with Star requirements). While I think an agent should consult a relevant profile, I can see how slamming a printed copy of an internal United document wouldn't get you very far in many instances.
For those of you asking for the S*RCC/ADMIT rules, this is the one on the Sticky thread from 8/10/05. Lucky is that the one you carry around?
Are people under 21 legally entitled to drink certs in the US, regardless of UA's policies? I realize this is not the reason she gave, but I'm just curious if the RCC or any club in the US is legally prevented from giving a drink chit to any minor in the US. While it's probably unlikely there would be a sting at an RCC, I'm wondering if an RCC could temporarily be suspended from serving anyone if an agent had been caught giving a minor a drink chit.
(Disclaimer. This is not meant in any way as an attack on the OP, who I respect)
Wow. Just wow. I post a thread bemoaning the complete lack of Saver awards in the United inventory and the antibodies come out in masses to attack the virus (me).
Someone else posts about not getting their free drink chits and the board wants them to run for mayor.
Where are all the 'if you want your free drink chits, you must be prepared to pay a much higher fare ... UAL is all about cheap seats and upgrades, not free drink chits ... why did you waste the poor RCC reps time with something as minor as a drink chit ... etc., etc.
Pardon me, but sometimes this board is a parallel universe.
I agree with the (very few) posters who are surprised that anyone would not simply let the free drink chits issue drop well before it got escalated. That said, if he/she did indeed call security, and assuming that the rest of the recollection is true, then that is problemmatic.
Roger Lococco
Wow. Just wow. I post a thread bemoaning the complete lack of Saver awards in the United inventory and the antibodies come out in masses to attack the virus (me).
Someone else posts about not getting their free drink chits and the board wants them to run for mayor.
Where are all the 'if you want your free drink chits, you must be prepared to pay a much higher fare ... UAL is all about cheap seats and upgrades, not free drink chits ... why did you waste the poor RCC reps time with something as minor as a drink chit ... etc., etc.
Pardon me, but sometimes this board is a parallel universe.
I agree with the (very few) posters who are surprised that anyone would not simply let the free drink chits issue drop well before it got escalated. That said, if he/she did indeed call security, and assuming that the rest of the recollection is true, then that is problemmatic.
Roger Lococco
Pay a higher fare for drink chits?!?! UA is not breaking any rules by not putting out enough saver awards... they are breaking the rules by not giving drink chits.It appears you prepared to ambush the RCC woman, not just get your drink chits. Now you boast of your success and others may do the same. This is intimidation. The reaction you received from the RCC woman to call security is because she felt threatened. The arrogance you received from her you dished out in spades. Paying for RCC access with a F-C ticket or buying a yearly membership just gets you in the door. You are not entitled to anything. If you don't like the women in the RCC or how United operates, why not take your business elsewhere or buy a controlling interest in UAL so you can say who get fired.
Clarification:
I am referring to "entitled" as an attitude, not to the fact that one may have qualified for two or more drink chits to be Given & Received. That one qualifies for them, does not mean they will be given graciously or received graciously. I suspect this is determined by both the giver & receiver.
Clarification:
I am referring to "entitled" as an attitude, not to the fact that one may have qualified for two or more drink chits to be Given & Received. That one qualifies for them, does not mean they will be given graciously or received graciously. I suspect this is determined by both the giver & receiver.
Sorry folks, but what do you do if she does not know the rules and you have them? The only thing to do is to show her the rules!
Sorry goalie, I have to COMPLETELY disagree with you. This lady works in a CUSTOMER service position. That means she is supposed to treat clients with respect, not call security on them and be arrogant. I do not care what is going on at home with her, but when she comes to work that needs to be behind her and that is no excuse to treat us like garbage. I work in a customer service industry part time and am always polite and smile, regardless of how rude the guest is. Trying to justify the treatment is ridiculous IMO.
Either way, enjoying all the debate here...
Jul 9, 2007, 12:15 am
#147
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Seems like there was a basis for the agent's declining your entrance therefore.
No doubt:
Sup: Look agent, we know there are a-holes out there, it's how you deal with them that matters *chuckling*
Agent: *Nervous giggle* I guess so - he just slapped this paper and acted like he owned the place
Sup: Yep I know the type - you see that just feel free to call for secondary support to deal with it - no need to call security and reward the piece of work with free publicity.
Agent: Okay gotcha - thanks.
Sup: Good - thanks, have a good rest of day. Hope you don't have any more of those pieces of work out there.
Agent: Yeah (shaking hands with Sup)
Sup: (Momentarily thinks to give a playful slap on the bum, then thinks better of it)
No doubt:
Sup: Look agent, we know there are a-holes out there, it's how you deal with them that matters *chuckling*
Agent: *Nervous giggle* I guess so - he just slapped this paper and acted like he owned the place
Sup: Yep I know the type - you see that just feel free to call for secondary support to deal with it - no need to call security and reward the piece of work with free publicity.
Agent: Okay gotcha - thanks.
Sup: Good - thanks, have a good rest of day. Hope you don't have any more of those pieces of work out there.
Agent: Yeah (shaking hands with Sup)
Sup: (Momentarily thinks to give a playful slap on the bum, then thinks better of it)
Maybe before you say trash like this you should actually be there.
Jul 9, 2007, 12:28 am
#148
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As far as your "be there" comment I was there on July 5 and got my drink coupons without even asking (as did the customer in front of me). I didn't walk into the RCC spoiling for a fight, maybe that's why my experience was pleasant. @:-)
Jul 9, 2007, 12:29 am
#149
Join Date: Feb 2006
Posts: 1,123
UA could eliminate a lot of problems, ill-will, and probably cut administrative costs if they simply went to a self-service (free) booze model. Seems to be working for their competitors. Why haven't they simplified and adopted this already?
Jul 9, 2007, 12:38 am
#150
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Sorry for the scattered thoughts here, but I am trying to work through as many of the posts as I can and respond.
Of course you wont believe me on it, but I truly would have been happiest just having the drink chits and not picking the fight. I do not fly out of IAD internationally often, so to be honest I did not really know what all of the bickering was about to the full extent. I wanted to see if it was true, and it turned out to be true indeed. All I gained was having the rules followed. I guess you could ask the same question about freedom bags or anything else that inconveniences us without pay, but it is a matter of principle for me.
Exactly the reason I did it!^
Again, it was the principle of it. I had the time, so why not?
Same here. It is not about the cert.
As for the "call the police" issue, wouldn't have been too great if the agent decided to present it as, "I have someone here who I don't believe is of legal drinking age who is badgering me for free alcohol coupons."
I do believe lucky is indeed very lucky with how this turned out.
Meh, again I have to disagree. The profile does not state you have to be 21, and my dad was there who would have had the drinks if that were the situation. I see no reason that parents cannot collect chits on their kids behalf when they are entitled to it.
IAD is my hometown airport and over 90% of my flights are international. I have experienced the "IAD RCC problems" almost every time I fly:
1. No drink chits when flying Y ( reasons: drink chits only for F and C passengers)
2. One drink chit only ( reasons: 1) you are only entitled to one drink chit; 2) you don't have a companion with you to get the second chit; 3) I am giving you one because you are 1K/MM.... usually we don't provide drink chits.
3. No admittance when flying Y on international itinerary as a 1K/MM/*G ( reason: 1) you are flying Y; 2) you are not a RCC member; 3) you are flying LH not UA.
I am not a confrontational person, and usually argue my case politely and write letters. My experience has been that letters don't work. Now I have to arm myself with "RCC Admittance and drink chit rules" every time I fly. Is it my fault when all my comments went unnoticed or lack of action by the people who read my letters?
Take a recent example on May 6th of this year, I was denied RCC chits again at IAD, I wrote to both the RCC Supervisor at IAD and 1K desk, and here are the responses:
Since the May 6 complaint and the responses from UA, I have flown three additional international flights to Paris, Sao Paolo, and Beijing, and used RCC at C7, C17 and D8. I have again experienced in all three lounges the #1 and #2 problems I described above.
I am a little tired of writing letters, and traveling with RCC rules will be my standard practice from now on.
I think Lucky did the right thing, because of my own experience and frustrations dealing with these same issues.
1. No drink chits when flying Y ( reasons: drink chits only for F and C passengers)
2. One drink chit only ( reasons: 1) you are only entitled to one drink chit; 2) you don't have a companion with you to get the second chit; 3) I am giving you one because you are 1K/MM.... usually we don't provide drink chits.
3. No admittance when flying Y on international itinerary as a 1K/MM/*G ( reason: 1) you are flying Y; 2) you are not a RCC member; 3) you are flying LH not UA.
I am not a confrontational person, and usually argue my case politely and write letters. My experience has been that letters don't work. Now I have to arm myself with "RCC Admittance and drink chit rules" every time I fly. Is it my fault when all my comments went unnoticed or lack of action by the people who read my letters?
Take a recent example on May 6th of this year, I was denied RCC chits again at IAD, I wrote to both the RCC Supervisor at IAD and 1K desk, and here are the responses:
Since the May 6 complaint and the responses from UA, I have flown three additional international flights to Paris, Sao Paolo, and Beijing, and used RCC at C7, C17 and D8. I have again experienced in all three lounges the #1 and #2 problems I described above.
I am a little tired of writing letters, and traveling with RCC rules will be my standard practice from now on.
I think Lucky did the right thing, because of my own experience and frustrations dealing with these same issues.
Same here. It is not about the cert.
As for the "call the police" issue, wouldn't have been too great if the agent decided to present it as, "I have someone here who I don't believe is of legal drinking age who is badgering me for free alcohol coupons."
I do believe lucky is indeed very lucky with how this turned out.