Jordan,
Airlines do everything they can to avoid speaking with their customers. United is especially horrific. Here are some steps to help you:
Valid as of 2/3/2012:
1. Call 1-800-UNITED-1
2. Press 0 immediately upon hearing voice.
3. Ignore message, press 0 again.
4. There are two kinds of reservation agents (a) Domestic and (b) International. You really do need to get routed to the correct type. So stop here, and when they ask if your trip is within the 50 US states, say "Yes" or "No" on this step.
5. You will get a standard message about an 'extremely high call volume'. The recording will suggest that you visit the website instead of waiting on hold. This recording is fake; it plays even when call volume is normal. Simply wait on the line. Call volume was normal when I called, and after that message, someone answered immediately.
Good luck! And FYI, the agent may be unauthorized to make itinerary changes unless they were speaking to the passenger herself. However, if the computer system determines that it is impossible for her to make a connection, it will automatically rebook her on the next available flight, and the agent could share that info with you.
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