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United Purchased Upgrades--falling Out Of System  
User currently offlineb52murph From United States of America, joined Feb 2006, 241 posts, RR: 0
Posted (2 years 4 months 1 week 1 day 10 hours ago) and read 3962 times:

Hi all -

This may be a better question for another website; but since I've been a member here for years, I thought I'd try here first.

I'm a long time Premier on UA (only silver; although will be back to gold within the week) and have flown back and forth to BKK from IAD twice in the last 2 months. Each ticket was purchased in a "Y" (full fare economy) code. Per UA's instructions, 20K FF miles is the correct mileage to upgrade the flight. I've paid the "cost" accordingly. Also, according to the information I can find, UA prioritizes upgrades by premier status first, then fare class. Of the 3 one-ways I've taken so far, the first was upgraded successfully BEFORE the 24-hour cut-off window for the waitlist. Finally, according to UA's information, if they cannot upgrade you more than 24 hours before the flight, your name then is supposed to roll onto a "standby" list for upgrade when you check in for the flight. This is when the problem arises.

Twice, now, I've simply fallen off the "standby" list when checking in for the flight; the result is that even if I am in the right position in line to get the upgrade, I cannot get it because I'm no longer on the list--even though I've paid.

The first time this happened (in BKK), the gate agent told me "It's the Continental system--we cannot do anything to put you back on the list". There were actually seats available in business! Since I connected through NRT, I asked again to be put on the standby list--and again--"It's the Continental system--I can't do anything to prioritize you for the upgrade" was the answer.

Finally, on the most recent trip, I checked in at IAD with the same problem. The gate agent had to force my name onto the the standby list 3 TIMES before it would not fall off. She, too, said the problem was "the continental system" but seemed to know a work around. My name didn't get high enough on the pecking order to get the upgrade, but, more importantly, I'm concerned that the same problem will happen again on my return from BKK.

Has anyone else had this same "falling off the standby list" problem? If so, what have you done about it? Why do they keep saying it's "the Continental system"? Can I do anything more than what I've already done to ensure my name is in the proper place in line (based on fare class/premier status)?

thanks
b52 Murph

6 replies: All unread, jump to last
 
User currently offlineIAHFLYR From United States of America, joined Jun 2005, 4790 posts, RR: 22
Reply 1, posted (2 years 4 months 1 week 16 hours ago) and read 3879 times:

My question is an a Silver when purchasing either a B or Y fare why are you not upgrading at the time you purchase the ticket? That is one of the fare classes you should be able to upgrade immediately so you can avoid that falling off a list problem from the start. Here is the link to the premier benefits page:

http://www.united.com/web/en-US/cont...t/mileageplus/premier/default.aspx



Any views shared are strictly my own and do not a represent those of any former employer.
User currently offlineb52murph From United States of America, joined Feb 2006, 241 posts, RR: 0
Reply 2, posted (2 years 4 months 6 days 16 hours ago) and read 3802 times:

I have to purchase the tickets through the travel agency, which negates that option. Besides, I believe the "instant upgrade" is only for US domestic flights--I don't believe it's available for US-Asia, however, cannot confirm that.

User currently offlineIAHFLYR From United States of America, joined Jun 2005, 4790 posts, RR: 22
Reply 3, posted (2 years 4 months 6 days 12 hours ago) and read 3789 times:

Even buying from a travel agency, as soon as the ticket has been issued you should be able to add it to your reservations on the website and upgrade it then as long as the seats are still available. As far as domestic only I bet you're correct. My bad I didn't even think about that issue, whoops!


Any views shared are strictly my own and do not a represent those of any former employer.
User currently offlineDTWLAX From United States of America, joined Aug 2009, 795 posts, RR: 0
Reply 4, posted (2 years 4 months 6 days 8 hours ago) and read 3777 times:

Quoting IAHFLYR (Reply 1):
My question is an a Silver when purchasing either a B or Y fare why are you not upgrading at the time you purchase the ticket? That is one of the fare classes you should be able to upgrade immediately so you can avoid that falling off a list problem from the start. Here is the link to the premier benefits page:
http://www.united.com/web/en-US/cont....aspx

Instant upgrades on Y fares is only for US domestic and not international flights.

Quoting b52murph (Reply 2):
I have to purchase the tickets through the travel agency, which negates that option. Besides, I believe the "instant upgrade" is only for US domestic flights--I don't believe it's available for US-Asia, however, cannot confirm that.

It does not matter if you purchase tickets online or through an agency. If your frequent flyer number appears on the reservation, you should be automatically added to the list.

[Edited 2012-05-19 11:41:28]

User currently offline777ord From United States of America, joined May 2010, 501 posts, RR: 1
Reply 5, posted (2 years 4 months 2 days 12 hours ago) and read 3650 times:

I've never heard of this being an issue.. Commonly, I'll see 20-30 upgrade on the IAH-ORD route for some reason.

Your best bet is to contact United refunds/reservations. They've increased the number of employee's there and are much better about getting back to you.

Also, that excuse they can't see it because it's CO system is crap. They've been on it since March!


User currently offlineb52murph From United States of America, joined Feb 2006, 241 posts, RR: 0
Reply 6, posted (2 years 3 months 4 weeks 6 hours ago) and read 3539 times:

Turns out this seems to be an online check-in issue. For my return segment, I resisted on-line check-in and just arrived at the airport 2:30 before the flight. No problem getting added to the upgrade list.

I'd been previously advised, also, to "split" the segments such that it showed the NRT "change" clearly. Result was that I was able to clear upgrade from NRT-IAD but not BKK-NRT.

The "glitch" about on-line check-in and not getting properly added to upgrade standby lists is, apparently, well-known amongst quite a few at United. Don't know how far they've come on fixing it.


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