Advice: Possible response to weird, bad experience at SFO int'l first class lounge
May 26, 2005, 2:56 am
#1
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Advice: Possible response to weird, bad experience at SFO int'l first class lounge
I am a 1K travelling SFO-NRT on an economy fare, upgaded with an SWU.
It is not an uncommon for the SFO ticket agents to sell upgrades, particularly if Y is overbooked. Typically Y->C goes for $325, C->F for $525. I've bought and used these before, both for myself and others, including when already previously upgraded. It never seemed like a "double upgrade" to me if I paid a significant fee for it, and that was the agent's view as well.
So today, I bought a C->F upgrade for $525, and upgraded a colleague who was in Y for $325, putting him in my prime 15H seat.
Then -- naively -- I went to the first class lounge and BOTH entrance matrons descended. They observed I wasn't on the original F list and when I told them I bought an upgrade, they hit the phones to deny it to me. Both of them! Each one called someone different. When I left the lounge, they hadn't gotten a response, so one of them said she would "escort" me to the gate. She did so, acting like a jail guard accompanying a prisoner. She demanded the GA's downgrade me and they concurred. She then marched away, leaving me to ask if I would get my $525 back. (They were reluctant to give it to me.)
My conclusion:
1. No use writing to 1k voice, they'll quote policy (which clearly applies to free/award upgades only, but no matter).
2. Some of you folks will tell me I should be grateful for SWUs and praise United for being "consistent."
3. I am once again reminded that this airline really doesn't care about customer satisfaction. In return, anything I can do to "game" their system is not only reasonable but justifiable.
It is not an uncommon for the SFO ticket agents to sell upgrades, particularly if Y is overbooked. Typically Y->C goes for $325, C->F for $525. I've bought and used these before, both for myself and others, including when already previously upgraded. It never seemed like a "double upgrade" to me if I paid a significant fee for it, and that was the agent's view as well.
So today, I bought a C->F upgrade for $525, and upgraded a colleague who was in Y for $325, putting him in my prime 15H seat.
Then -- naively -- I went to the first class lounge and BOTH entrance matrons descended. They observed I wasn't on the original F list and when I told them I bought an upgrade, they hit the phones to deny it to me. Both of them! Each one called someone different. When I left the lounge, they hadn't gotten a response, so one of them said she would "escort" me to the gate. She did so, acting like a jail guard accompanying a prisoner. She demanded the GA's downgrade me and they concurred. She then marched away, leaving me to ask if I would get my $525 back. (They were reluctant to give it to me.)
My conclusion:
1. No use writing to 1k voice, they'll quote policy (which clearly applies to free/award upgades only, but no matter).
2. Some of you folks will tell me I should be grateful for SWUs and praise United for being "consistent."
3. I am once again reminded that this airline really doesn't care about customer satisfaction. In return, anything I can do to "game" their system is not only reasonable but justifiable.
Last edited by RichardInSF; May 26, 2005 at 4:10 am Reason: typo
May 26, 2005, 3:21 am
#2
formerly known as 2lovelife
Join Date: Dec 2000
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In April, I was on my 120,000 mile F award returning from Asia, connecting in SFO, to YVR. At the Int'l F lounge in SFO, I was turned away at the counter.
I tried to explain that even though i was F on a 2 cabin a/c to YVR, I still had paid for Int'l F and should be granted access...
They said, well on an exception basis, I could proceed. :-?
I declined... stating that as an exception, 'I wasn't interested', I said. 'If you say not entitled, it's OK... my purpose isn't to get in 'at any cost'... but for what it's worth... the ticket I'm on actually entitles me to access here.'
*Poof* and the light goes on! Oh my Sir!, he says, how correct you are. If I'd noticed initially, you'd not have had any trouble. Your ticket indeed qualifies.... yada yada yada...
Ok, I understand that people try to sneak, trick their way in the F lounge... but shouldn't us that are intitled NOT be given such a welcome...lol
water under the bridge... but I mean they could lighten up a bit.
I tried to explain that even though i was F on a 2 cabin a/c to YVR, I still had paid for Int'l F and should be granted access...
They said, well on an exception basis, I could proceed. :-?
I declined... stating that as an exception, 'I wasn't interested', I said. 'If you say not entitled, it's OK... my purpose isn't to get in 'at any cost'... but for what it's worth... the ticket I'm on actually entitles me to access here.'
*Poof* and the light goes on! Oh my Sir!, he says, how correct you are. If I'd noticed initially, you'd not have had any trouble. Your ticket indeed qualifies.... yada yada yada...
Ok, I understand that people try to sneak, trick their way in the F lounge... but shouldn't us that are intitled NOT be given such a welcome...lol
water under the bridge... but I mean they could lighten up a bit.
May 26, 2005, 3:23 am
#3
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Isn't that lovely F lounge valid for anyone with a F It'l overwater boarding pass (i.e. other than Canada/Mexico - lets not go there!) other than of course staff upgrades who never get to use lounges, and know not to ask.
If United gave you a First BP it really should be the end of the matter. Hell all the $525 's they can get right now should be gleefully chased.
Did you hang on to the BP? If so, if it were me I'd make a fuss. And knowing you, you DID, so am amazed the gate would downgrade the cabin.
If United gave you a First BP it really should be the end of the matter. Hell all the $525 's they can get right now should be gleefully chased.
Did you hang on to the BP? If so, if it were me I'd make a fuss. And knowing you, you DID, so am amazed the gate would downgrade the cabin.
May 26, 2005, 3:43 am
#4
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I admit I'm rather fond of the 'strict rules' advocates. I really wish UA would not make such offers on top of SWU.
However, my opinion and preference are NOT important. What is important is that you WERE offered such a deal and you accepted the offer. Presumably the agent who swiped your credit card had the authority to make the offer and certainly had the authority to accept money from you as a representative of UA. This my friends is the very definition of a contract. As such I think you owed the minimum of a sincere apology and reasonable compensation (SWU?).
No doubt I would have jumped on a similar offer and would be just as unhappy to have it backed out on the way to the jetbridge!
Lihu'e 1k
However, my opinion and preference are NOT important. What is important is that you WERE offered such a deal and you accepted the offer. Presumably the agent who swiped your credit card had the authority to make the offer and certainly had the authority to accept money from you as a representative of UA. This my friends is the very definition of a contract. As such I think you owed the minimum of a sincere apology and reasonable compensation (SWU?).
No doubt I would have jumped on a similar offer and would be just as unhappy to have it backed out on the way to the jetbridge!
Lihu'e 1k
May 26, 2005, 4:37 am
#5
Join Date: Nov 2000
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I can't see how a paid upgrade is a violation of the rules. (even if it's from an already upgraded seat, by any means.)
These things are offered on a station by station basis, and it brings in real revenue for otherwise unoccupied seats. As far as I know there are no published rules for these things.
It also frees up seats in the other cabin that can be used to sell more upgrades or accomodate overbooked passengers. It seems like a win-win situation to me.
-David
These things are offered on a station by station basis, and it brings in real revenue for otherwise unoccupied seats. As far as I know there are no published rules for these things.
It also frees up seats in the other cabin that can be used to sell more upgrades or accomodate overbooked passengers. It seems like a win-win situation to me.
-David
Last edited by LIH Prem; May 26, 2005 at 4:41 am
May 26, 2005, 5:04 am
#6
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Originally Posted by LIH Prem
-David
Boston at the moment.
Lihu'e 1k
May 26, 2005, 5:24 am
#7
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Sorry for your bad experience -- I would definitely contact the 1K Voice but separating the two issues.
#1 - You were denied access to the First Lounge with a BP in hand. How you got that BP (sans it not being yours) is really irrelevant. They have to have had experience with last minute F purchases (not necessarily upgrades) in the past. Also, the "escort" piece is overkill on their part, they should be too occupied with their duties in the RCC to escort anyone, as well as the position it put you in -- they do have phones in the airport, don't they?
#2 - You completed a purchase and did not receive what your bought. They "forced" a refund (and what's that comment they didn't want to refund your money??), after the fact.
One way or the other, you are definitely owed an apology. If they made a wrong decision selling you the upgrade - fine, undo it but there is no reason to make you feel like YOU did wrong.
#1 - You were denied access to the First Lounge with a BP in hand. How you got that BP (sans it not being yours) is really irrelevant. They have to have had experience with last minute F purchases (not necessarily upgrades) in the past. Also, the "escort" piece is overkill on their part, they should be too occupied with their duties in the RCC to escort anyone, as well as the position it put you in -- they do have phones in the airport, don't they?
#2 - You completed a purchase and did not receive what your bought. They "forced" a refund (and what's that comment they didn't want to refund your money??), after the fact.
One way or the other, you are definitely owed an apology. If they made a wrong decision selling you the upgrade - fine, undo it but there is no reason to make you feel like YOU did wrong.
May 26, 2005, 5:58 am
#8
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Somebody here has the contacts of upper-level marketing folks at UA...you were screwed by yet another matron...I'd email those guys many, many times, in addition to 1K voice. 
If you upgraded C > F (assuming C was paid)...those old bitties should know that's serious revenue for the airline, and to pull something so petty as walking you to the gate to be DOWNGRADED is asenine. Moreover, an extra $525 that you shelled out is not something to overlook. The "escort" is embarrassing and totally ridiculous. (If I had been in your shoes, I would have thrown a fit and demanded to speak with the SFO manager.)
It seems like we get one of these stories each week, and it just pisses me off to no end. Why does UA let such personalities control their airline???!!!
I'm upset and this didn't even happen to me!
On the most basic level, you were going to give UA an extra $1k of revenue for a benefit that maybe cost them an extra $100.
If you upgraded C > F (assuming C was paid)...those old bitties should know that's serious revenue for the airline, and to pull something so petty as walking you to the gate to be DOWNGRADED is asenine. Moreover, an extra $525 that you shelled out is not something to overlook. The "escort" is embarrassing and totally ridiculous. (If I had been in your shoes, I would have thrown a fit and demanded to speak with the SFO manager.)
It seems like we get one of these stories each week, and it just pisses me off to no end. Why does UA let such personalities control their airline???!!!
I'm upset and this didn't even happen to me!
On the most basic level, you were going to give UA an extra $1k of revenue for a benefit that maybe cost them an extra $100.
May 26, 2005, 6:15 am
#9
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The matrons realized that you took a seat away in F from a fellow employee. How could you do such a thing?
May 26, 2005, 6:24 am
#10
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Originally Posted by iluv2fly
The matrons realized that you took a seat away in F from a fellow employee. How could you do such a thing?
May 26, 2005, 6:27 am
#11
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Originally Posted by UNITED959
you were screwed by yet another matron
.
May 26, 2005, 6:57 am
#12
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Originally Posted by RichardInSF
So today, I bought a C->F upgrade for $525, and upgraded a colleague who was in Y for $325, putting him in my prime 15H seat.
[...]
She demanded the GA's downgrade me and they concurred. She then marched away, leaving me to ask if I would get my $525 back. (They were reluctant to give it to me.)
[...]
She demanded the GA's downgrade me and they concurred. She then marched away, leaving me to ask if I would get my $525 back. (They were reluctant to give it to me.)
May 26, 2005, 7:12 am
#13
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I've used the F Lounge at FRA after being upgraded from C to F. In fact the RCC attendant made of point of letting me know that I was welcome to enjoy that lounge. It has better food choices than the RCC too.
So I don't understand someone being denied access if they have the requisite boarding pass.
So I don't understand someone being denied access if they have the requisite boarding pass.
May 26, 2005, 7:18 am
#14
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Oh, DEFINITELY write. It is unbelievable that those matrons would NOT want UA to have $525 cash money for a negligible cost differential to the airline. Their behaviour was not only rude and overbearing, it was STUPID.
When you write, make it clear that you felt humiliated by the matons, that you were offered, accepted and paid for the u/g in good faith ("double" u/g or not) and then were treated like a criminal by the F lounge staff. That you were embarrassed, belittled and emasculated!
I hate to say it, but the ONLY reason i can even imagine that they would be so incredibly stupid and petty was the reason iluv2fly implies.
When you write, make it clear that you felt humiliated by the matons, that you were offered, accepted and paid for the u/g in good faith ("double" u/g or not) and then were treated like a criminal by the F lounge staff. That you were embarrassed, belittled and emasculated!
I hate to say it, but the ONLY reason i can even imagine that they would be so incredibly stupid and petty was the reason iluv2fly implies.
Last edited by kokonutz; May 26, 2005 at 7:20 am
May 26, 2005, 7:58 am
#15
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I would definitely write to complain, and point out, as other posters have indicated, that these idiots both denied you a benefit you had paid for--it shouldn't matter HOW you are in F so long as you are in F--and, of particular emphasis, cost UA $525 in real monies AND potentially more in damaged image to a loyal customer.