Ask a United Reservation Agent - Q & A thread
#121
Join Date: Dec 2003
Location: Pasadena, California, United States
Programs: Mileage Plus GM (former Premier Silver) : Delta : Air Canada : AmEx Plat :
Posts: 74
Many thanks for the background information
I'm adding my voice of thanks for sharing what you can about Reservation and related operations and policies.
I had reason to call Reservations today, I'm a General Member. It sounded as though I reached the Philippine office (based on accent, both the agent and the service director). I'll say that they were good-natured and kind in their responses, and the service director explained things clearly. By the way--the agent did nothing wrong, my question resulted in an action that required the next level of approval.
It helped to have that background information; there's an office in the PI (I'm accustomed to India), and that the next level is not necessarily termed "supervisor". I've long grown accustomed to the names of agents being fictitious, I am learning to say "how can I identify you?" if I want to mention the agent in other correspondence.
So again, a word of thanks and appreciation for your efforts here at Flyertalk.
I had reason to call Reservations today, I'm a General Member. It sounded as though I reached the Philippine office (based on accent, both the agent and the service director). I'll say that they were good-natured and kind in their responses, and the service director explained things clearly. By the way--the agent did nothing wrong, my question resulted in an action that required the next level of approval.
It helped to have that background information; there's an office in the PI (I'm accustomed to India), and that the next level is not necessarily termed "supervisor". I've long grown accustomed to the names of agents being fictitious, I am learning to say "how can I identify you?" if I want to mention the agent in other correspondence.
So again, a word of thanks and appreciation for your efforts here at Flyertalk.
#122
Join Date: Apr 2000
Location: Chicago Illinois
Programs: 1MM UA
Posts: 1,753
Is it possible & appropriate to give a GTEM certificate to a phone agent?
#124
Moderator: Smoking Lounge; FlyerTalk Evangelist
Join Date: Feb 2004
Location: SFO
Programs: Lifetime (for now) Gold MM, HH Gold, Giving Tootsie Pops to UA employees, & a retired hockey goalie
Posts: 28,866
#125
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Greater DC
Programs: UA plus
Posts: 12,943
Wirelessly posted (goingaway's phone: SAMSUNG-SGH-I607/UCHA1 (compatible; MSIE 6.0; Windows CE; IEMobile 6.12))
agents that use fake names get them approved first, so only having a 'csr' name should not be a deterrent
agents that use fake names get them approved first, so only having a 'csr' name should not be a deterrent
#126
Join Date: Oct 2006
Location: BCN
Programs: UA 1K
Posts: 1,084
On star awards...
First of all, I just want to say how grateful I am for the help I got from an agent on a call to the 1K desk this morning. I came out of it really feeling that she had a grasp of the problem, and was going to bat for me. I plan to write in to customer service to communicate just how valuable an agent like that can be when problems come up. On that note...
I just have a question related to my ongoing saga with a Star award where SA is being a huge pain...
Generally speaking, in the event of a schedule change or flight cancellation on an interline ticket where the airline making the change is different from the issuing airline, whose obligation is it to accommodate the passenger?
I've had a couple of experiences with this, and it seems coming out of it that LH is generally cooperative about fixing the problem, but other airlines (SA and gosh knows who else) take the position that all protection is the responsibility of the issuing carrier. This seems a bit unreasonable in the event of a flight cancellation, and even more in the event cancellation of an entire route.
Nonetheless, route cancellations do happen, so how does this normally shake out?
I just have a question related to my ongoing saga with a Star award where SA is being a huge pain...
Generally speaking, in the event of a schedule change or flight cancellation on an interline ticket where the airline making the change is different from the issuing airline, whose obligation is it to accommodate the passenger?
I've had a couple of experiences with this, and it seems coming out of it that LH is generally cooperative about fixing the problem, but other airlines (SA and gosh knows who else) take the position that all protection is the responsibility of the issuing carrier. This seems a bit unreasonable in the event of a flight cancellation, and even more in the event cancellation of an entire route.
Nonetheless, route cancellations do happen, so how does this normally shake out?
#127
Join Date: Jul 2001
Location: Chicago
Posts: 2,682
How closely related does the caller need to be to the passenger. I probably handle all the airline stuff for 20 different family members and friends. I have all their passwords and information and they just trust me to do what's best.
I normally pretend to be the passenger or their husband. Do I need to pretned or can I just be honest about who I am.
For instance if my uncle ask me to use his wife's miles for an award ticket for his daughter. I normally will claim to be my uncle and say that I would like to use my wife's miles for my daughter. Can I just be honest and say that I'm booking a ticket for my cousin with my aunt's miles.
I recently had to book an award to Bali for my brother's wife's sister's fiancee. It probably would have seemed rather odd if I admitted who I actually was.
I normally pretend to be the passenger or their husband. Do I need to pretned or can I just be honest about who I am.
For instance if my uncle ask me to use his wife's miles for an award ticket for his daughter. I normally will claim to be my uncle and say that I would like to use my wife's miles for my daughter. Can I just be honest and say that I'm booking a ticket for my cousin with my aunt's miles.
I recently had to book an award to Bali for my brother's wife's sister's fiancee. It probably would have seemed rather odd if I admitted who I actually was.
#128
Join Date: Mar 2007
Location: ORD
Programs: UA 1K, AA, LH, BMI, BA, HHilton
Posts: 121
How closely related does the caller need to be to the passenger. I probably handle all the airline stuff for 20 different family members and friends. I have all their passwords and information and they just trust me to do what's best.
I normally pretend to be the passenger or their husband. Do I need to pretned or can I just be honest about who I am.
For instance if my uncle ask me to use his wife's miles for an award ticket for his daughter. I normally will claim to be my uncle and say that I would like to use my wife's miles for my daughter. Can I just be honest and say that I'm booking a ticket for my cousin with my aunt's miles.
I recently had to book an award to Bali for my brother's wife's sister's fiancee. It probably would have seemed rather odd if I admitted who I actually was.
I normally pretend to be the passenger or their husband. Do I need to pretned or can I just be honest about who I am.
For instance if my uncle ask me to use his wife's miles for an award ticket for his daughter. I normally will claim to be my uncle and say that I would like to use my wife's miles for my daughter. Can I just be honest and say that I'm booking a ticket for my cousin with my aunt's miles.
I recently had to book an award to Bali for my brother's wife's sister's fiancee. It probably would have seemed rather odd if I admitted who I actually was.
I know in this day and age it's become allot easier, but there are still some that are intimidated by it.
I know your probably like me in the respect that I'm happy when I can help someone out, then tell them, go to the airport, tell them this, go to this gate, board plane.
In short, I personally don't see anything wrong with trying to help others out. ^
#129
Join Date: Mar 2007
Location: ORD
Programs: UA 1K, AA, LH, BMI, BA, HHilton
Posts: 121
Impressed
Ya know, I just finished reading through this entire thread and am really impressed by RSSRNotInIndia and their comments.
I don't work for UA, but I have been in the Telecommunications Engineering / Call Center Management world for the past 15 years now and all I can say is all great feedback and advice.
If ever needed, I could probably assist with answering some more of the technical questions regarding inbound call center call traffic and how it's routed. I've actually got colleagues of mine that work for UA and we use similar equipment to what they do at their call centers.
In short, always happy to help out if I can.
I don't work for UA, but I have been in the Telecommunications Engineering / Call Center Management world for the past 15 years now and all I can say is all great feedback and advice.
If ever needed, I could probably assist with answering some more of the technical questions regarding inbound call center call traffic and how it's routed. I've actually got colleagues of mine that work for UA and we use similar equipment to what they do at their call centers.
In short, always happy to help out if I can.
#130
Join Date: Jul 2008
Location: MNL
Posts: 106
Nonetheless, route cancellations do happen, so how does this normally shake out?
How closely related does the caller need to be to the passenger.
#131
Join Date: Apr 2000
Location: Chicago Illinois
Programs: 1MM UA
Posts: 1,753
And if it was, how to do it?
#132
FlyerTalk Evangelist
Join Date: May 2002
Location: NC
Programs: AAConciergeKey/1MM, DL DM/2 MM, UA Gold,Hilton Diamond, IHG Plat, Hyatt Globalist, Marriott Titanium
Posts: 11,918
This is such a great feature to have a thread where people will answer direct questions. I was encouraged in another thread to post my question here:
I am on a bmi reservation that has a UA segment starting in the US. Can I standby for an earlier flight on the domestic portion of the ticket? It gives me more time for the connection, and the current flight Im on is oversold (cant take the bump this time or I would miss the connection). Flight I want to get on is at 8am and current flight I have is at noon. Dont want to head to the airport so early if theyre going to turn me away. No luggage to check either. Any thoughts would be appreciated!
I am on a bmi reservation that has a UA segment starting in the US. Can I standby for an earlier flight on the domestic portion of the ticket? It gives me more time for the connection, and the current flight Im on is oversold (cant take the bump this time or I would miss the connection). Flight I want to get on is at 8am and current flight I have is at noon. Dont want to head to the airport so early if theyre going to turn me away. No luggage to check either. Any thoughts would be appreciated!
#133
Join Date: Jul 2008
Location: MNL
Posts: 106
SkyTeam777,
The official answer is 'no,' as standby is not permitted on international itineraries. However, I imagine you'll find plenty of FlyerTalkers who've had success in standing by for domestic legs of international itineraries. But I guarantee you there are agents who stick to the rules, so it's a 'YMMV' type situation ; ).
The official answer is 'no,' as standby is not permitted on international itineraries. However, I imagine you'll find plenty of FlyerTalkers who've had success in standing by for domestic legs of international itineraries. But I guarantee you there are agents who stick to the rules, so it's a 'YMMV' type situation ; ).
#134
Join Date: Sep 2007
Location: Between SFO and SJC
Programs: UA 1K-MM
Posts: 1,406
I have asked the phone agent for all their information to fill in on the GTEM cert, then email the info to 1k/1p/2p/gm voice. I have received email acknowledments back, but whether it actually makes it to the agents supervisor, I don't know.
#135
Join Date: Oct 2006
Location: BCN
Programs: UA 1K
Posts: 1,084
In the end, it worked out pretty well. I sent a nice long compliment to 1KVoice about how valuable the svcs of the 1K desk are, and a nasty complaint to SA customer service.