Had a very strange interaction this morning on the phone. I called in because my reservation did not show that little arrow that indicated I am eligible for a upgrade.
Agent told me she had never heard of what I am talking about. I asked her if someone else could help. She put me on hold and came back saying, "I just spoke to our senior supervisor, and she said that online tickets NEVER show the arrow you are talking about."
I asked to speak to the sup.
Supervisor tells me that because I am on a special discount (5% meeting discount), I am not able to be upgraded. Odd, as I have always been on the upgrade list in the past when on the same discount.
Anyway, I decide I would rather have the upgrade than the discount. (Only a few bucks). So I ask to cancel the ticket - I had made it just a few hours prior.
Sup tells me she can't touch it because it is a special ticket. She sounded defiant in the process. It was really annoying. In the time she told me, I simply cancelled online.
I then asked her if she would make me a new reservation. That's where things got weird. "There will be a $25 phone fee for this."
I realized she prob didn't see I was 1K, so I reminded her. (Spare me the DYKWIA accusation!). Sup says, "The fee applies to all." I asked her if this was new. She said, "It's been like that for years."
I could have simply hung up, but I was intrigued. Further, I didn't want this supervisor to railroad me. I asked for her supervisor, and she told me she was the head manager.
I was dumbfounded.
I asked her if she could point out the info online that verifies this. She sighed and pulled up the webpage and quotes that I am to be charged $25. I asked her to look more closely.
She then says, "Well, I'll go ahead and waive it for you." (As if to say she is doing me a special favor).
It was all very odd. At the risk of getting into a CO/UA war, she did at one point refer to my One Pass number.
Now, I really doubt that a supervising manager doesn't know this basic rule. I think that she just wasn't happy with me taking her time. Still, I wonder how many other times she has charged Plats and 1Ks with the fee.
Agent told me she had never heard of what I am talking about. I asked her if someone else could help. She put me on hold and came back saying, "I just spoke to our senior supervisor, and she said that online tickets NEVER show the arrow you are talking about."
I asked to speak to the sup.
Supervisor tells me that because I am on a special discount (5% meeting discount), I am not able to be upgraded. Odd, as I have always been on the upgrade list in the past when on the same discount.
Anyway, I decide I would rather have the upgrade than the discount. (Only a few bucks). So I ask to cancel the ticket - I had made it just a few hours prior.
Sup tells me she can't touch it because it is a special ticket. She sounded defiant in the process. It was really annoying. In the time she told me, I simply cancelled online.
I then asked her if she would make me a new reservation. That's where things got weird. "There will be a $25 phone fee for this."
I realized she prob didn't see I was 1K, so I reminded her. (Spare me the DYKWIA accusation!). Sup says, "The fee applies to all." I asked her if this was new. She said, "It's been like that for years."
I could have simply hung up, but I was intrigued. Further, I didn't want this supervisor to railroad me. I asked for her supervisor, and she told me she was the head manager.
I was dumbfounded.
I asked her if she could point out the info online that verifies this. She sighed and pulled up the webpage and quotes that I am to be charged $25. I asked her to look more closely.
She then says, "Well, I'll go ahead and waive it for you." (As if to say she is doing me a special favor).
It was all very odd. At the risk of getting into a CO/UA war, she did at one point refer to my One Pass number.
Now, I really doubt that a supervising manager doesn't know this basic rule. I think that she just wasn't happy with me taking her time. Still, I wonder how many other times she has charged Plats and 1Ks with the fee.