Today my wife, 3yo, 8mo, and I were flying back after 5 nights in Mexico. When I checked in yesterday I forgot to opt out of being put on the CPU list so my 3yo and I were upgraded for our last flight to our tiny regional airport but my wife+ lap infant weren’t.
I could see that there were still 3 FC seats available this morning so I chatted with support who told me all of the seats were actually booked, which wasn’t true. During our layover I asked one of the United staff in the lounge if anything could be done to get my wife upgraded and she said no.
I made one last plea with the gate agent before pre boarding because there were still 3 seats open and she made it happen so all of us could be in first class. I was annoyed with the other two reps I spoke to but understood their position, my wife rarely flies and when she does she’s not loyal to any one airline over another, so I wasn’t expecting much from the gate agent, she definitely helped us out when she didn’t need to and that’s what earns loyalty.