Even seasoned travelers need a reminder once in awhile that it simply does not pay to argue with an airline agent.
I’ll admit it. I argued with an airline call center employee yesterday. It happens to the best of us. I should have known better. But I’m telling you: resist the urge.
The situation: one of my employees was traveling from Newark to Los Angeles on United Airlines. His flight was delayed. The ticket was issued by Aeroplan (Air Canada).
Under these circumstances, United is on the hook to rebook him even though Air Canada issued the ticket. In checking in for the flight, United had taken control of the ticket and become responsible for getting him to his final destination.
I would have made the change online, but the app wasn’t providing any later options. Presumably, this was because there was no saver (X) award space on the later flights. The later flights were not sold out.
The Phone Call
So I called United and was connected to the Premier Desk. I provided the United record locator and asked for accommodation on a later flight. The agent was gruff.
AGENT: “SORRY SIR! WE CANNOT DO THAT!”
ME: Why?
AGENT: This isn’t out ticket! You need to call Air Canada.
ME: This is indeed issued by Air Canada, but it is your problem now. He’s checked in and you’re responsible for re-accomdoating him due to your mechanical delay.
AGENT: No. You need to call Air Canada. I cannot help you.
ME: This is absurd. Let me talk to a supervisor.
AGENT: I’ve done this for many years. Don’t try to tell me how to do my job. No one is going to be able to help you here.
ME: Transfer me to your supervisor, please.
AGENT: I won’t do it. You need to call Air Canada.
ME: So you won’t transfer me to an supervisor?
AGENT: Fine. One moment.
She put me on hold and I suspect she had no intention of transferring me to a supervisor. I waited on hold for about 15 minutes without an update, then just hung up.
I called back. Within 30 seconds he was rebooked on a later flight…
CONCLUSION
Just resist the urge to argue. It’s never worthwhile. Hang up and call again.
perhaps document the call and the agent… she should get the boot. she’s in customer service… provide some decent service.
If the agent has been doing that for many years the airline should really have processes to find out their agent is delivering poor customer service and false information…
Sounds like an employee that I encountered last year (at the airport, foolishly went to the counter for proactive service).
Has been doing it for 20 years…
Even the AC supervisor lost her cool a bit when we got her involved on the phone…
Always, always, always, get agent name/location at beginning of each call just for situations like this.
No. That is a terrible strategy if you actually want to get anything done. Always be courteous and polite to the agent and don’t pick a fight. If you get a bad agent, politely end the call, then call again.
Surprised you didn’t mention the possibility of agents notating your record, which is much more damaging and problematic for the future rather than just being polite and trying again.
I am constantly amazed at United’s lack of appreciation for its customers. After thirty years of being squeezed in coach, I started buying first class tickets. Only then did I discover that for some United agents, even a paid first class ticket causes an argument. My flight into Denver was late, and I missed my connection. I went to the United Club East and the agent promptly put me in a coach seat for the next flight. When I pointed out that it was a paid first class ticket, she said, “Yes, but it’s not a real first class ticket.” That was her exact quote, which was melted into my memory. After some discussion, I discovered that her problem was that it wasn’t a full-fare “F” class ticket, but instead was a discounted first class ticket, in this case, “P” class. She too mentioned her experience, thirteen years with United, and she said that I would just have to take a coach seat. I asked for a supervisor, and I got a first class seat on the next flight. I have flown United for many years with only infrequent lapses like this, but when they happen they make you really wonder about the company, and they add to your paranoia when dealing with it. I am never completely at ease with United, always wondering when the next shoe will drop.
@Dan Your P fare was almost certainly a Y-UP fare (e.g. a V fare that books into P). So it looks like you’re ticketed in coach since the underlying fare is V14ABCD. Obviously the agent should have known this but sadly, she didn’t learn much in 13 years!
I get irritated at customer service agents serve the employer rather than the customer.
I’d say that’s less about arguing with a phone rep and more about a surly phone rep who doesn’t know all of their airline’s ticketing ins and outs. HUCA works, a lot.
As a UA Gold, I’ve been consistently shocked at how rude the Premier Desk can be. The reps are usually reasonably courteous and get the problem solved, but there have been more than enough instances where I get a rude “I know better than you” attitude, and it bugs me to no end.