When I got the voicemail at home from UA that there had been a schedule change I didn't really care. It has happened many O times.
So, I call to check on my upgrade and the schedule change. The first lady at UA was about as helpful as 1-ply toiletpaper. She was about to change my whole trip without any concern or without listening to me. For some reason she put me on hold and we got disconnected.
I called back to the Premier number and I got a very helpful lady. She helped me override the illegal connection (my connecting flight is only 25 minutes due UA's own schedule change, not my original booking) so I could stay on my original flight path.
A little background, I'm flying SEA-SFO-HNL-Lihue. The first ticket agent was going to change the SFO-HNL flight without any regard that I am meeting someone in Honolulu. She would NOT listen. Second lady was cool and listened and helped.
I am a loyal Star Alliance flier, but that first lady needs to learn customer service. Second lady thumbs up. I think it helps if you like your job. She even knew about Seat Guru. First lady probably didn't know Seat Guru from a Steely Dan (look it up!)