A Tale of Two Agents
Nov 15, 2008 | 5:52 am
#1
Original Poster
FlyerTalk Evangelist
Join Date: Feb 2000
Location: Los Angeles
Programs: UA Plat 2MM. DL Plat, AS MVP
Posts: 12,914
A Tale of Two Agents
It was the best of calls
It was the worst of calls.... (Well, not really that bad, but it is literary after all!)
I'll cut to the chase! I called yesterday to change a ticket. Original price was about $1000. According to UAL.com, new flights came to about the same price (W fare), and there was a $250 change fee. I had upgrades in place that I didn't want to lose, so I called.
First agent had me on hold about 20 minutes to tell me the new fare was $2500 (M fare), and that I would lose the upgrade during the change. Agent couldn't pull up what I found on the web, and she insisted I was looking at a web only fare that could not be replicated.
I thanked her, hung up, and called back.
Next agent found my "web only" fare within 20 seconds, held my upgrade, charged the change fee, and rebooked me.
Both calls were handled by local (US) agents. I chalk it up to the mysteries of the gods!
It was the worst of calls.... (Well, not really that bad, but it is literary after all!)
I'll cut to the chase! I called yesterday to change a ticket. Original price was about $1000. According to UAL.com, new flights came to about the same price (W fare), and there was a $250 change fee. I had upgrades in place that I didn't want to lose, so I called.
First agent had me on hold about 20 minutes to tell me the new fare was $2500 (M fare), and that I would lose the upgrade during the change. Agent couldn't pull up what I found on the web, and she insisted I was looking at a web only fare that could not be replicated.
I thanked her, hung up, and called back.
Next agent found my "web only" fare within 20 seconds, held my upgrade, charged the change fee, and rebooked me.
Both calls were handled by local (US) agents. I chalk it up to the mysteries of the gods!
Nov 15, 2008 | 8:07 am
#2
FlyerTalk Evangelist
Join Date: Aug 2001
Location: SF CA USA. I love large faceless corporations. And they cherish me in return (sometimes). ;)
Programs: UA Premier Gold/disappointed 1MM, HH Gold, IHG Plat, MB lifetime Gold, BW Diam Sel
Posts: 17,819
Not to belabor the obvious (
), but I would chalk it up to superior training/experience/competence/motivation of one agent over another (pick one or more from the list).
), but I would chalk it up to superior training/experience/competence/motivation of one agent over another (pick one or more from the list).
Nov 15, 2008 | 9:12 am
#3
FlyerTalk Evangelist
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still PAL Premier Elite & Hilton Diamond
Posts: 25,429
Not to belabor the obvious (), but the agent who wanted to charge an additional $1500 plus change fee & scrub the upgrade should either be retrained or canned. If they don't know the job, they shouldn't be unleashed.
), but the agent who wanted to charge an additional $1500 plus change fee & scrub the upgrade should either be retrained or canned. If they don't know the job, they shouldn't be unleashed.
Nov 15, 2008 | 9:16 am
#4
Join Date: Sep 2006
Location: SFO
Programs: UA 1K
Posts: 342
It was the best of calls
It was the worst of calls.... (Well, not really that bad, but it is literary after all!)
I'll cut to the chase! I called yesterday to change a ticket. Original price was about $1000. According to UAL.com, new flights came to about the same price (W fare), and there was a $250 change fee. I had upgrades in place that I didn't want to lose, so I called.
It was the worst of calls.... (Well, not really that bad, but it is literary after all!)
I'll cut to the chase! I called yesterday to change a ticket. Original price was about $1000. According to UAL.com, new flights came to about the same price (W fare), and there was a $250 change fee. I had upgrades in place that I didn't want to lose, so I called.
Nov 15, 2008 | 7:17 pm
#5
Join Date: May 2001
Location: Since the BoSox and ChiSox won it, now it is the Cubs turn to take the Series. Go Cubs Go!
Posts: 3,685
If a phone reservatrions agent is unable to see a web priced itinerary, have the agent contact UA web support on your behalf and explain the reprice to web support. Web support will then take over and issue you the refare, but it is vital to ensure your confirmed upgrade is preserved by doing a double booking.