This Is The Reason I Fly United. Unbelievable Customer Service
Intro
Writing this post, I am currently in the United Polaris Lounge at Houston International Airport, even though I am not sure I should be. Why? I am currently embarking on a second trip around Africa, not to be confused with the first one, and the cheapest way was to fly down to Guatemala as a business class ticket was 2800$ from Guatemala to Johannesburg on UA.
A United agent went above and beyond and quite literally might be one of the nicest humans I have ever met.
How It Happened
For today's ticket, I had two separate reservations (risky, touch wood, nothing goes wrong). The first ticket was from LAX-IAH-GUA, and the second one was from GUA-EWR-JNB. However, the second ticket was scheduled to take off at 11:56 pm, the same day as the first (important).
Once arriving at LAX, I inquired if they could check me in for the JNB leg so I might try my luck at the Polaris Lounge in Houston. They tried, but seeing as the layover was 15 hours in New York, they insisted they couldn't do it.
Once landing in Houston, I was more than content just hanging out in the E Concourse club.
However, once I arrived, this lovely lounge agent, Jamie, and I started laughing about the weather, of all things. I was just about to go upstairs when I thought, "why not ask".
So I did, and she looked into it. I mean, really looked into it. She read up on the rules regarding the lounge as this was complicated and additionally attempted to check me into JNB. Seeing as the flight to JNB wasn't for 27 hours, she was unsure at first.
15 minutes later, she had my boarding pass printed to Johannesburg... Apparently, she went back to the old software that she was trained on and manually overrode the system to allow the check-in. To top things off, she walked me over to the Polaris Lounge, spoke with the agents, and wished me farewell.
I have seen good service, but this is exceptional.
Because of this lovely lady at the United Club by E gates, I was able to enjoy some quality champagne, a refreshing shower, and some good food. Amazing!
Final Thoughts
I have had some amazing service with American Airlines and Asian Carriers in the past, but not to the level that this United employee showed. After countless people told me it wasn't possible to manually override the system, it goes to show that this is the reason I have chosen United as my airline this year.
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