1K center at IAD. My first experience was underwhelming
Jul 28, 2001, 10:05 am
#1
Original Poster
Join Date: Jun 2001
Posts: 154
1K center at IAD. My first experience was underwhelming
My fist experience at IAD 1K near gate C17 was a disappointment. While LAX, SFO and ORD have all been good, this one gave the level of service that would make McDonald's look bad.
I arrived at the airport to find my connection running 2 hours late. I noticed another flight before mine also late and it was getting ready to board. I walk into the 1K and ask for alternatives. They said the last flight had already left and I should just wait around. I walk out the the gate C17 and find the earlier flight still there. I walk back to 1K and say flight XXX is still there, can I get on it. They grudgingly put me on the waitlist. When I asked about upgrade possibilities, they said it wouldn't be fair to put me on the waitlist as other passengers on it had booked that flight and were waiting to ug, besides, I had better get out there as they were boarding.
Fine
I walked out to the gate, waited patiently for an available agent, showed my 1st class boarding pass for the next delayed flight and asked politly to be placed on the ug waitlist. They noted the info and asked me to wait until they were ready to clear standbys.
About 10 mins later I was handed a 1st class boarding pass by the other gate agent and told to have a nice flight. This was given with a cheerful smile and a calm attitude in what had appeared to be a stressful day for the gate agents.
Yes, I did write a letter to UA about this g/a and I made sure I got her name. Hopefully, she will be there next week when I have the same flight.
I arrived at the airport to find my connection running 2 hours late. I noticed another flight before mine also late and it was getting ready to board. I walk into the 1K and ask for alternatives. They said the last flight had already left and I should just wait around. I walk out the the gate C17 and find the earlier flight still there. I walk back to 1K and say flight XXX is still there, can I get on it. They grudgingly put me on the waitlist. When I asked about upgrade possibilities, they said it wouldn't be fair to put me on the waitlist as other passengers on it had booked that flight and were waiting to ug, besides, I had better get out there as they were boarding.
Fine
I walked out to the gate, waited patiently for an available agent, showed my 1st class boarding pass for the next delayed flight and asked politly to be placed on the ug waitlist. They noted the info and asked me to wait until they were ready to clear standbys.
About 10 mins later I was handed a 1st class boarding pass by the other gate agent and told to have a nice flight. This was given with a cheerful smile and a calm attitude in what had appeared to be a stressful day for the gate agents.
Yes, I did write a letter to UA about this g/a and I made sure I got her name. Hopefully, she will be there next week when I have the same flight.
Jul 28, 2001, 10:29 am
#2
Join Date: Apr 2000
Location: LAX and LHR. UA lifetime Gold 1.9MM 1K , DL Gold Medallion, HHonors Gold, Marriott Gold, Avis President's Club
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by THX1138:
My fist experience at IAD 1K near gate C17 was a disappointment.</font>
My fist experience at IAD 1K near gate C17 was a disappointment.</font>
Jul 28, 2001, 11:46 am
#3
Original Member, Ambassador: External Miles and Points Resources
Join Date: May 1998
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That was, IMVE, a typical visit to the IAD RCC 
Jul 28, 2001, 12:09 pm
#4
Join Date: Nov 2000
Location: The World! Home Base = DCA/IAD
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by 1P:
All depends what you were looking for, I suppose....</font>
All depends what you were looking for, I suppose....
</font>
Unfortunatlely the 1K room at IAD is an abomination. Surly, uninformed employees there (when they're there at ALL). The staff at ORD 1K rooms are exceptionally helpful I've found.
Jul 28, 2001, 12:20 pm
#5
Join Date: Nov 1999
Location: Southern California - UA1K, Delta GM, Starwood Gold, Hilton Gold, AA Platinum
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by kokonutz:
That was, IMVE, a typical visit to the IAD RCC</font>
That was, IMVE, a typical visit to the IAD RCC
</font>
Jul 28, 2001, 1:57 pm
#6
Join Date: May 2000
Location: Sacramento, Ca USA
Programs: United 1K MM - 1.7M actually, Marriott Platinum Premier, Hertz Gold
Posts: 1,231
Your comments on the IAD 1K Room are "right on." The agents are surly (and that's a compliment)...
Maybe it IS because of all the really important :-) people that go there, but I remember an old expression from when I was a kid...
"It's nice to be important, but more important to be nice."
Maybe it IS because of all the really important :-) people that go there, but I remember an old expression from when I was a kid...
"It's nice to be important, but more important to be nice."
Jul 28, 2001, 2:05 pm
#7
Join Date: May 2001
Location: exUA1K, UA MM, lifetime UA1P, AA MM, HH Diamond, Marriott Gold
Posts: 3,731
I have seen the IAD 1K room decline each and every yaar for 10 years in a row.
Occasionally I am pleased when a "stranger" is filling in. When that happens, service is pleasant and good.
The last competant and pleasant 1K agent there retired last year
Occasionally I am pleased when a "stranger" is filling in. When that happens, service is pleasant and good.
The last competant and pleasant 1K agent there retired last year
Jul 28, 2001, 3:40 pm
#8
Join Date: Dec 2000
Location: San Francisco, California
Programs: UA 1K 2MM, AA CK 2MM, DL DM 1MM, WN CP, AS MVP, B6 Mosaic3, Marriott Titanium Lftm, Hyatt GLB
Posts: 943
Could we turn this into a "rate the 1K rooms" discussion? In my experience: SEA/ORD, DEN, IAD. Never used SFO or LAX, so others are in a better position to comment on them.
At ORD, the contrast between the RCCs (horrendous) and 1K service centers (excellent) is dramatic. On the other hand, SEA has a decent RCC as well as a terrific 1K room. At IAD, practically everything sucks (RCCs, 1K room, mobile lounges, Atlantic Coast, politicians).
At ORD, the contrast between the RCCs (horrendous) and 1K service centers (excellent) is dramatic. On the other hand, SEA has a decent RCC as well as a terrific 1K room. At IAD, practically everything sucks (RCCs, 1K room, mobile lounges, Atlantic Coast, politicians).
Jul 28, 2001, 4:18 pm
#9
Join Date: May 2001
Location: BWI
Posts: 114
The consensus among UA's best customers is that IAD service in the 1K room is poor at its very best.
Now let's see....UA's best customers (1K), plus misc Congressmen and their ilk (who decide things like merge/no-merge)...Yep, I would certainly make sure my service in the IAD 1K room is voted the worst in the system.
I think the UA lurkers ought to take heed to the consensus and then take action!
[This message has been edited by bwi1k (edited 07-28-2001).]
Now let's see....UA's best customers (1K), plus misc Congressmen and their ilk (who decide things like merge/no-merge)...Yep, I would certainly make sure my service in the IAD 1K room is voted the worst in the system.
I think the UA lurkers ought to take heed to the consensus and then take action!
[This message has been edited by bwi1k (edited 07-28-2001).]
Jul 28, 2001, 5:57 pm
#10
Join Date: Jan 2000
Location: The Internets
Posts: 8,266
DEN: ****. I've always been impressed. There's a blond lady there who is exceptional.
IAD: pathetic
LAX: no stars, I don't go there any more. They are not especially friendly or helpful, unfortunately. I get better help at the RCC. Sorry, girls.
IAD: pathetic
LAX: no stars, I don't go there any more. They are not especially friendly or helpful, unfortunately. I get better help at the RCC. Sorry, girls.
Jul 28, 2001, 6:24 pm
#11
Join Date: Jan 2000
Location: The Internets
Posts: 8,266
DEN: ****. I've always been impressed. There's a blond lady there who is exceptional.
IAD: pathetic
LAX: no stars, I don't go there any more. They are not especially friendly or helpful, unfortunately. I get better help at the RCC. Sorry, girls.
IAD: pathetic
LAX: no stars, I don't go there any more. They are not especially friendly or helpful, unfortunately. I get better help at the RCC. Sorry, girls.
Jul 28, 2001, 6:25 pm
#12
In memoriam
Join Date: Mar 2000
Location: Seattle WA
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OK, so it sounds like the 1K room is horrible. But I have to ask, if you knew the flight was boarding, etc., why didn't you just go directly to the gate in the first place and ask them to assist you instead of going to the 1K room?
Jul 28, 2001, 6:36 pm
#13
Join Date: Mar 2000
Programs: UA 1PMM,AAG; usedtobeelite
Posts: 2,499
Idsant, the 1K rooms are supposed to handle irregularities for UA's best customers better than the besieged GAs. I would have expected more help from the 1K room too.
AA's platinum service centers help both the Platinums and the Executive Platinums and provide outstanding service. It's a black mark on UA when one of their 1K rooms has such a poor reputation for so long without any change attempted by mgmt.
AA's platinum service centers help both the Platinums and the Executive Platinums and provide outstanding service. It's a black mark on UA when one of their 1K rooms has such a poor reputation for so long without any change attempted by mgmt.
Jul 28, 2001, 6:58 pm
#14
Join Date: May 2000
Location: Sacramento, Ca USA
Programs: United 1K MM - 1.7M actually, Marriott Platinum Premier, Hertz Gold
Posts: 1,231
Re: Ranking the 1K Rooms
SEA was and is the best -- Missy is gone (thanks for everything, Missy) and Trish is great.
DEN is great as well. The personnel in SEA and DEN go above and beyond the call of duty, consistently.
LAX - they are glorified customer service reps...they are not friendly, not helpful.
ORD - I don't go in there often, but when I do, they have been helpful.
SFO - they are ok.
SEA was and is the best -- Missy is gone (thanks for everything, Missy) and Trish is great.
DEN is great as well. The personnel in SEA and DEN go above and beyond the call of duty, consistently.
LAX - they are glorified customer service reps...they are not friendly, not helpful.
ORD - I don't go in there often, but when I do, they have been helpful.
SFO - they are ok.
Jul 28, 2001, 7:06 pm
#15
Join Date: May 2001
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by ldsant:
OK, so it sounds like the 1K room is horrible. But I have to ask, if you knew the flight was boarding, etc., why didn't you just go directly to the gate in the first place and ask them to assist you instead of going to the 1K room?</font>
OK, so it sounds like the 1K room is horrible. But I have to ask, if you knew the flight was boarding, etc., why didn't you just go directly to the gate in the first place and ask them to assist you instead of going to the 1K room?</font>
If the gate had a long line, it could be too late for it to matter by the time you get to the front of the line. This would be even worse when the agents ignore the line to try to close out the flight.