I guess I should have clarified that it was an CSR in the GS room at ORD (and she did have to call somebody to clear this). The point being was that it can happen when UA needs to get you somewhere.

As to the rest of your post, I completely agree. A lot of speculation, but only a knowledgable insider is going to know what the true procedure is. As most have said, UA did the right thing in this situation.

Well ... not at all.

No, we don't know. But many of us try to share our experiences here on FT, and adjust our expectations accordingly.

I'll add my kudos here to the United personnel in SEA in this situation.

Yea...that can be done....phone call would be required. Similar to the "buy Y" program.

Sadly, I think he really is telling the truth. We've all seen that guy at the airport, at a hotel check-in desk, or even in non-travel situations like at a baseball game or whatever. This is that guy.

But although it's easy for us all to throw stones in this case, ask yourself: do you have a little bit of that guy (or gal) in yourself?

I know I'm not perfect: every time I ask for a late checkout at a hotel, I feel like I have to invoke the exact written policy of SPG/HH Gold or MR Plat or whatever to get it. I usually "win", but I walk away feeling dirty...like I was the jerk that had to throw my elite status into the conversation to get what I wanted. And I can get a little testy when Hertz or National bungles my reservation - and those aren't even "real" elite statuses!

shazbot has provided us with an easy target, but perhaps there's a reminder in there for many of the rest of us as well. We want travel CSR's to make smart, on-their-feet, human decisions that don't always follow corporate party line. When they do exactly that to the benefit of other clients than yourself, how do you react?