100 minute tortuous call with CO

Discussion in 'United Airlines | MileagePlus' started by 15A, May 27, 2011.  |  Print Topic

  1. 15A
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    15A Silver Member

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    I am trying to exchange a CO ticket. Called reservation line, went through the process of setting up the new flights but original ticket shows no-show even though I absolutely called in advance to cancel. So agent says she needs to contact a supervisor. I wait... and wait... every 10 minutes or so she comes on the line to ask if I want to continue to hold, which I stupidly continue to do expecting that it has to end at some point and why would I want to start over with a new agent and a new wait (not to mention potentially lose the flights I want to rebook). After 85 minutes, the agent comes back to tell me that she's still unable to reach a supervisor but would see if she could clear the "no-show" herself. Miraculously she is now able to do this.

    Sadly, it does not end there. She then quotes the fare for the new flights as over $1,000 more than the fare I had found online. These are all UA flights, we go over them one by one and they are all correct but she is showing no W inventory on the outbound flights while I am seeing W9. I check on co.com and it too cannot price the UA flights as expected. While still on the line, I go to UA.com and do a dummy booking and it prices exactly as I expected. Nothing the agent can do about this.

    So after 100 minutes of CO incompetence and with none of that cross-carrier integration in place, I go back to UA and shell out full price again, saving the unused ticket for another time where I look forward to more hours of CO phone hell.

    At least I'm finally able to go to bed at 2 am. Thanks CO.
     
  2. jwsky
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    jwsky Silver Member

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  3. Hartmann
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    Hartmann Gold Member

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    Bucket availability on CO.com and United.com have not seemed to match up really ever. I can find something on CO.com that is not available on United.com and vice versa. The agent not being able to see the W fare isn't surprising.

    I have no idea why she had you on hold that long, especially if in the end she was able to clear the no-show without supervisor intervention.

    Was this the standard reservation line or the elite line?
     
  4. 15A
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    15A Silver Member

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    Elite - I'm a CO Plat.
     
  5. Freddie Listo
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    Freddie Listo Gold Member

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  6. carsonheim
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    carsonheim Gold Member

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    Sounds like "Peggy" needs to enter the retraining program
     
  7. gobluetwo
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    gobluetwo Silver Member

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    Tortuous or torturous? or both?? ;)
     
  8. bthobe
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    bthobe Silver Member

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    Now I do not feel so bad as I spent 1hr 44min (104min) on the phone trying to book an award from ADD-CAI-SSH-CAI-ADD in Y. While the reservation was ticketed at the end of the call, I had the agent contact a supervisor 4x + to try and ticket my res at 45k instead the of the 70k she issued the ticket as. (Currently still unresolved).

    :mad:
     
  9. 15A
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    15A Silver Member

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    Haha, I may have been going for torturous, but I make no excuses for proper grammar on a rambling 2am post... and yes, truth is either/both would certainly apply.
     

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