7PM I arrived in Dubai and headed straight to the Marhaba Lounge. During the flight, I received a text from Shebani, but unfortunately, I was asleep at the time. She missed her flight because the check-in agent mistakenly insisted that the ETA needed to be completed before departure, even though it’s only required upon arrival. Frustrated and irritable, she found it difficult to reason with the agent. Eventually, she returned home around 2:00 AM and was rebooked on the next available flight. Instead of her original itinerary of SFO-ORD-ADD-SEZ, she was rerouted to SFO-ZRH with a stop in Milan, where she didn’t have to deplane, followed by ADD-SEZ.
11PM I spent three hours with three different agents attempting to upgrade her to business class. Eventually, I moved to the Ahlan Lounge at C13 for a shower. Multiple United supervisors informed me it was impossible to upgrade her because she had already checked in, and the only way would be to uncheck in with Ethiopian Airlines, but even then, there were no award upgrade availabilities. I advised her to inquire about an upgrade at the transfer desks in Zurich and Addis Ababa. During our conversation, it became clear that she could have likely made her original flight if she had been more assertive at SFO and moved to the front of the line. However, she mentioned that such actions aren’t in her character.
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