I originally booked United flight UA651 from Fort Lauderdale to Chicago O’Hare. Since I finished work early, I contacted United chat support to see if I could instead standby for an earlier flight, UA2798 from Miami to Chicago.
The agent confirmed that standby was allowed and even added a note to my reservation. However, when I arrived at Miami airport, the ticket counter agent acknowledged the note but told me I was not eligible for standby. They also refused to escalate the issue or send me to the gate.
As a result, I missed the standby flight, had to travel back to Fort Lauderdale to catch my original itinerary, and in the process my original booking was even canceled and had to be reissued.
Was I wrong to rely on what the customer service agent told me?
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