Frances,

Thanks for the very useful information, as we are Mileage Plus members.

I really appreciate your advice on specifying "Agent" after every prompt.

Although we did not use FF miles for tix for a trip we will be taking from SNA to DCA, in Sept., I had a very frustrating situation arise pertaining to our purchased tickets and requesting an adjustment on a drop in fare. I called UAL, using prompts, rather than saying "Agent" as I should have from the start, when I made a call to UAL requesting an adjustment and new e-ticket. We purchased the tix in April for $457 per ticket. Upon checking the fare two weeks ago, I noticed the fare went from $457 down to $408. I called to have a credit voucher issued for the difference and was assured that it would be handled and that I would receive an email indicating that this adjustment was in the works and new e-ticket. No email for almost a week. I then went back onto the United site and saw that the rate had dropped again from $408 to $284! I called again, questioned what had transpired the week before and the fact that no email was generated. Again, I was assured that an email would be sent momentarily, showing the new adjustment and e-ticket. Nothing again!

Both of these calls, which I made over two weekends, were responded to oversees (India) and it was very, very frustrating.

I called on Monday, during regular business hours, kept saying agent, and finally spoke with an agent within the U.S. and got the matter cleared up.

Should be receiving a new e-ticket via email within the next several days and $175 in UAL vouchers within the next two weeks, according to the agent.