Here’s a booking story that seemed interesting enough to pass along, there are a couple of tidbits here for folks looking to travel to Europe using their United miles.
A couple of weeks ago Brussels Airlines was showing up in award searches on the United website. Today that wasn’t the case.
I had found space on United to Brussels, and needed a Brussels Airlines connecting flight in Europe. One of their flights was available with the award space I needed, it wasn’t showing up on the website, so I called United…
Usually the agent has no problem seeing the space — it’s just the website that doesn’t have access. But the agent said nothing was available.
Well that’s interesting, I know there are at least 8 seats in “I” class (award business) and at least 8 seats in “X” (award economy).
The agent says she wants to put me on hold to see if there any bulletins on this issue. She comes back and says she can’t find any issues. I ask if she can request the space on the specific flight for me, and she says she’s going to put me on hold and talk to supervisor to see if you can try to get the seats.
I was surprised — she didn’t immediately impress me as super confident, but she was friendly and helpful and never even pushed back doubting me when I told her that I could see the I and X availability (not my usual tactic, but it just sort of came out that way).
When she came back on the line she said they were trying to confirm the seats. Then she said the itinerary was set up, and she wanted to keep me on hold while she talked to Brussels Airlines because even though the space came back HK she didn’t get a confirmation number in her system (which is normal for Brussels).
Finally she had a confirmation number, we transferred points into the issuing MileagePlus account from Chase Ultimate Rewards, and we issued tickets.
I’ve had very good luck getting telephone booking fees waived in situations where I couldn’t do something on the United website. That’s not the policy so it isn’t an entitlement, usually I just point out that I think there shouldn’t be a fee since I couldn’t do this online, this time the agent just volunteered it.