When Credit Card Perks Take Flight: A Seamless ‘Agent on Demand’ Experience with United Airlines
By Rob McDougall
CEO, Upstream Works Software
A few months ago, I found myself waiting at Dulles airport, reviewing my boarding pass with an all too familiar sinking feeling. My itinerary had me flying on a United Airlines codeshare flight, with my original flight booked on Air Canada with my Aeroplan credit card. Everything seemed in order until I reviewed the boarding pass and realized that, contrary to the terms of my card, I had been relegated to Zone 5 with no lounge access, no complimentary checked bag, and most importantly, no priority boarding. Cue a moment of mild – well, not panic – but definite dissatisfaction.
However, since I was flying with United Airlines, I decided to reach out directly to United’s support service, Agent on Demand (AOD), using my smartphone. Since my company had built and installed the system, I was excited to actually try it out live. So, I scanned a QR code, and within minutes, I was connected to an agent who listened patiently as I explained my issue – and then proceeded to do her magic in the background.
For no apparent reason, the system didn’t have me as a priority customer for this flight; however, I was in the system as a priority customer. Despite the complexity of the codeshare booking, the agent didn’t miss a beat. After a quick apology for the oversight, she reassured me: “Everything is set. You’re all clear for lounge access, priority boarding, and your additional bag allowance. Enjoy your flight!”
The AOD system worked flawlessly, and the agent was easily able to take care of my problem with minimum fuss. Rather than jumping through hoops, enduring long hold times, or queuing up at the gate, I encountered a human connection – someone who understood my concerns, championed my cause, and resolved the issue without drama.
As I settled into my seat later that day with my trusty book in hand, I reflected on the difference one live person can make. United’s AOD team turned what could have been a stressful experience into a cool anecdote for United’s great service and my own company’s cool application. It was more than just perks restored – it was a reminder that, in air travel, thoughtful service still soars above the clouds.