Go Back   FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > United Airlines | MileagePlus > Continental OnePass (Pre-Merger) [closed to posting]
Sign in using an external account

 
 
Thread Tools Search this Thread
Old May 15, 08, 8:31 am   #1
Company Representative - United Airlines
 
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,003
Waitlist improvements for OnePass upgrade rewards – coming June 17th

Hi Everyone, today we’re pleased to announce that we'll be making some important waitlist improvements for OnePass upgrade rewards. This is an exciting change, and one that we talked about at the last DO (you may also recall some of the more popular threads on the topic from our esteemed ContinentalFan and craz). In short, we agree with you, and we're putting the technology in place to make sure this works seamlessly. Here are details:
“Beginning June 17, 2008, Continental will improve its waitlist policy for upgrade rewards. Specifically, customers who have waitlisted for an upgrade in conjunction with a OnePass upgrade reward will be permitted to stand by on the day of departure whenever their waitlist does not clear in advance. Upon check-in, these customers will automatically be added to the upgrade standby list for any flights that were waitlisted. All day-of-departure standby upgrades will be cleared by a Continental airport representative at the gate once the flight has closed for check-in.
The service fees and mileage deduction for all OnePass upgrade rewards will be assessed at the time of request. For BusinessFirst upgrade rewards, all miles and service fees would be refunded if the BusinessFirst segment of the trip could not be upgraded. For all other upgrade rewards, miles would be refunded only when no segments of the trip could be upgraded. When applicable, service fees and mileage refunds occur 7 to 10 days after the trip.”
This is also posted at continental.com > OnePass > Use Miles > Upgrade Rewards. Here are some important points worth noting:
  1. The current waitlist policy will remain in effect through June 16th – no exceptions!

  2. Once this new policy is implemented, service fees will be charged at the time you request the upgrade reward, even when your flights are waitlisted. This is in contrast to our current practice where we charge the service fee upon waitlist clearance. We will, however, allow these service fees to be refunded anytime in advance as long as the waitlist for the BusinessFirst segment has not yet cleared. This particular change won't apply retroactively - meaning if you've redeemed for a mileage upgrade reward prior to June 17th, then you still won't be charged until the upgrade waitlist clears. You will however, still be eligible to standby on the day of departure for the upgrade if your trip departs on or after June 17th.

  3. Waitlisted customers will have an upgrade priority that is just below paid First/BusinessFirst customers. When applicable, the waitlist priority (which is driven by the Elite status of the account from which the miles were redeemed), then fare class paid, then the timestamp of the original waitlist will be the tie-breakers.

  4. We will be implementing the same “automatic” day of departure upgrade standby for waitlisted free travel rewards, which we expect to launch late this year. In the mean time, this must be handled by one of our airport representatives upon check-in.

  5. BusinessFirst upgrade rewards must still be requested at least 24 hours in advance.

  6. Waitlist requests still must be handled by calling our contact center.

  7. Waitlists for series 0 rewards (travel within or between the 48 contiguous U.S., Alaska and Canada) are still only permitted for OnePass Elite members.

  8. For a brief period after this is implemented, we will not be printing "Added to First Class standby list" on our online, kiosk and curbside boarding passes. This will be corrected later this summer. In the mean time, to verify you've been added to the upgrade standby list, be sure to check on pda.continental.com/info or with a Continental airport representative.

  9. This will apply to all OnePass upgrade rewards, and will include all flights operated by Continental and Continental Micronesia.
If you have any questions, please post them here. As always, thanks as always for your feedback and great ideas. Please keep it coming.

-----------------
UPDATE 10/2/08 (click here) - Includes answers to frequently asked questions and issue reported, including examples of when complimentary Elite upgrades could trump reward waitlists.

Last edited by UA Insider; Oct 2, 08 at 5:35 pm. Reason: Added 10/2/08 update
UA Insider is online now  
Old May 15, 08, 8:35 am   #2
 
Join Date: Jan 2003
Location: houston
Programs: UA Lifetime Platinum, 2MM since 1981, MAR Lifetime Plat, IHG Plat Amb. Global Entry
Posts: 560
Great news. Thanks Scott!

One related question. I assume this applies to Hawaii? If so, will the current Rev-ups continue and how will they be prioritized with respect to the 24 hour standby list?

mike

Last edited by Platcomike; May 15, 08 at 8:43 am.
Platcomike is offline  
Old May 15, 08, 8:36 am   #3
FlyerTalk Evangelist
 
Join Date: Feb 2006
Location: A festering pit; a pustule of a fistula set athwart the miasmic swamps of the armpit of the Gulf of Mexico - a Godforsaken wart upon a dark crevasse of the World. (IAH)
Programs: UA 1K MMer, BA Gold, AS MVPG, AF Gold, SPG Plat, Hyatt ◇, IHG Ambassador, Nat'l Exec. Elite
Posts: 31,361
This is HUGE. Thank you, CO!
__________________
FlightMemory | My Photos | Travel Map
All Teh That's Fit to Print.
Anglo Large Clawed Otter is offline  
Old May 15, 08, 8:49 am   #4
FlyerTalk Evangelist
 
Join Date: Dec 2004
Location: Grazie Gold Lounge
Programs: UA-1K/MM; GalacticXpress-Irridium
Posts: 10,323
Good golly Scott, you've done it again. A super duper .

Edit: I was just about to ask about #8, good thing I waited a minute.
kingalien is offline  
Old May 15, 08, 8:55 am   #5
Company Representative - United Airlines
 
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,003
Quote:
Originally Posted by Platcomike View Post
Great news. Thanks Scott!

One related question. I assume this applies to Hawaii? If so, will the current Rev-ups continue and how will they be prioritized with respect to the 24 hour standby list?

mike
Hi Platcomike. I've since added a #9, which should clarify that this applies to all OnePass upgrade rewards. As for the Hawaii Rev-up program, this will remain in place, however, standby for upgrades in conjunction with this program will still not be permitted (Z class still has to be available at the time of request).
UA Insider is online now  
Old May 15, 08, 8:57 am   #6
Suspended
 
Join Date: Jun 2005
Programs: Continental Gold Elite, United Premier Executive
Posts: 6,766
Great news!

I do have one question though. I'm currently booked on a trip EWR-IAH-HNL-GUM-HKG for the end of August, and so far only the HNL-GUM-HKG segments have become available for upgrading (and I've upgraded them). If EWR-IAH-HNL does not clear, would the system automatically recredit the difference in mileage between the 48US-> Asia UG award and the Hawaii-> Asia upgrade award?

Thanks, and job well done on the new system.
HeathrowGuy is offline  
Old May 15, 08, 9:03 am   #7
 
Join Date: Jan 2008
Location: NYC, MSY
Programs: DL PM, SC Lifetime, AA/US Club Lifetime, LVC everywhere
Posts: 1,981
Hi Scott,

There still seem to be some minor annoyances and possible problems left in place.

If you are waitlisted for a mileage upgrade and it clears, there's:

1. NO notification to you via email. You have to constantly check the status yourself.

2. You have to call reservations to have the upgrade processed.

So, If you are off on a long trip without a lot of computer access, and an upgrade for a different trip clears, you won't know about it and can't take the presently required actions. I'm not certain if there's a time limit for one to respond and call reservations but it's possible that you could lose the upgrade as a result.

BTW, the changes are great. This takes effect on my birthday and I'll class it with Watergate and the Battle of Bunker Hill as things to celebrate.

What number is this on the list of 6?
__________________
Celebrating my 60 years of commercial flying.

Last edited by SuperG1955; May 15, 08 at 9:06 am. Reason: Birthday comment
SuperG1955 is offline  
Old May 15, 08, 9:06 am   #8
FlyerTalk Evangelist
 
Join Date: Feb 2007
Location: PDX
Programs: 1K, SPG Plat
Posts: 10,941
Fantastic news! Thanks Scott!
Hartmann is offline  
Old May 15, 08, 9:32 am   #9
FlyerTalk Evangelist
 
Join Date: Aug 2005
Location: DCA
Programs: Kommissar Giga-Posting Direktor, PWP; Fasano Nouveau Aristocrat; CO Platinum; BD Gold; MR Gold
Posts: 18,731
Good to see this finally implemented. Thanks, Scott!
CO 1E is offline  
Old May 15, 08, 9:38 am   #10
Moderator: United MileagePlus
 
Join Date: Oct 2004
Location: Clinging to the edifices of a decadent past. (IAH, DEN, YKF)
Programs: UA 1MM, AA 1MM, 1K/EXP, AF+KL FB Plat, Avis CHM, Hyatt Diamond, SPG Platinum, Marriott Gold
Posts: 8,245
Finally one of the largest deficiencies of OnePass is being addressed

The one tweak you might want to make (if not made already) is to extend the ability to waitlist/standby for the flight up until 11:59pm CST of the day before the flight vis-à-vis 24 hours before hand. This way you can capture folks who have unexpected last minute demand and book their (high fare) tickets the day before.

Now if you can aim to announce the MillionMiller program on 6/4 it would be a great birthday present
J.Edward is offline  
Old May 15, 08, 9:57 am   #11
 
Join Date: Oct 2003
Location: DCA
Programs: AA EXP, UA LT 1K, Avis PC, Marriott LT Platinum, Hyatt Platinum, Hilton Gold, Radisson Concierge
Posts: 7,837
Quote:
Originally Posted by J.Edward View Post
The one tweak you might want to make (if not made already) is to extend the ability to waitlist/standby for the flight up until 11:59pm CST of the day before the flight vis-à-vis 24 hours before hand. This way you can capture folks who have unexpected last minute demand and book their (high fare) tickets the day before.

Now if you can aim to announce the MillionMiller program on 6/4 it would be a great birthday present
Keeping the request 24 hours before hand likely gives employees a chance - number waitlisted versus open seats.

JE - you can't be at 1MM yet? not old enough.
cova is offline  
Old May 15, 08, 10:04 am   #12
FlyerTalk Evangelist
 
Join Date: May 2001
Location: Washington, DC
Programs: UA 1K MM, DL Plat, Hilton Diamond, Marriott Plat, SPG Plat, Nat'l Exec Elite
Posts: 16,610
He might not be to MM status yet, but he probably wants to know exactly how many EQMs he has to fly in the first 3 weeks after the program is announced to get to it.
ssullivan is offline  
Old May 15, 08, 10:08 am   #13
 
Join Date: Oct 2007
Location: Cleveland, OH
Programs: UA Priemier Silver (barely); Miles rich, status poor
Posts: 2,619
I will pile on with my own thank you.



Thank you!
__________________
A man without a hub ... or a D concourse. Poor little CLE.
dergon darkhelm is online now  
Old May 15, 08, 10:26 am   #14
 
Join Date: Dec 2004
Location: EWR and SAN
Programs: PWP Direktor of Homeland, CO Plat* 1MM,UA 1K,BD Gold,DL Gold,SPG Platinum, Marriott Platinum
Posts: 7,551
This is great news, awesome work!
fozz is offline  
Old May 15, 08, 10:41 am   #15
Company Representative - United Airlines
 
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,003
Quote:
Originally Posted by HeathrowGuy View Post
Great news!

I do have one question though. I'm currently booked on a trip EWR-IAH-HNL-GUM-HKG for the end of August, and so far only the HNL-GUM-HKG segments have become available for upgrading (and I've upgraded them). If EWR-IAH-HNL does not clear, would the system automatically recredit the difference in mileage between the 48US-> Asia UG award and the Hawaii-> Asia upgrade award?

Thanks, and job well done on the new system.
Hi HeathrowGuy, if the Houston (IAH) to Honolulu (HNL) segment of this trip doesn't clear, then you'll be eligible to request a refund for the difference between these two upgrade rewards. Given the complexity of this scenario, however, it's likely that this won't credit automatically and will need to be requested through the OnePass Service Center.

Quote:
Originally Posted by SuperG1955
There still seem to be some minor annoyances and possible problems left in place.

If you are waitlisted for a mileage upgrade and it clears, there's:

1. NO notification to you via email. You have to constantly check the status yourself.

2. You have to call reservations to have the upgrade processed.

So, If you are off on a long trip without a lot of computer access, and an upgrade for a different trip clears, you won't know about it and can't take the presently required actions. I'm not certain if there's a time limit for one to respond and call reservations but it's possible that you could lose the upgrade as a result.
Hi SuperG1955, next time this happens, please PM me with the example. If your email address is in your reservation, then you should receive an email when your waitlist clears or expires. The same process that notifies of waitlist changes, is also supposed to "clean up" the reservation by processing the upgrade.

Quote:
Originally Posted by SuperG1955
What number is this on the list of 6?
This would be #3. Take note, sbm12!

Quote:
Originally Posted by J.Edward
The one tweak you might want to make (if not made already) is to extend the ability to waitlist/standby for the flight up until 11:59pm CST of the day before the flight vis-à-vis 24 hours before hand. This way you can capture folks who have unexpected last minute demand and book their (high fare) tickets the day before.
Hi J.Edward, at this time, we're not planning on any changes to the 24-hour booking window and 24-hour waitlist expiration rule. We strongly believe this keeps the process clean, and also ensures that all affected customers will have the opportunity to check in at the 24-hour mark.
UA Insider is online now  
 
 
 

Bookmarks


Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are On
Refbacks are Off
Forum Jump


All times are GMT -6. The time now is 3:17 pm.