I never got United Club passes from Mileage Plus Explorer card?
Apr 9, 2013, 7:13 pm
#46
Join Date: Apr 2004
Programs: AA, UA, SQ, VA, QF, AF, BA
Posts: 2,865
I got my UA Explorer in Jan, still no club passes. Have they stopped giving them to new card holders? This year is the only trip I have planned for the next 2 years where we will be transiting airports with UA Clubs.
May 7, 2013, 9:32 am
#47
Join Date: Aug 2007
Location: Chicago: ORD, MDW
Programs: United Million Mile Flyer, Hilton Silver, Marriott Gold, DL, AA WN
Posts: 514
After calling in a request, I finally got my two United Club certificates.
The agent said that it would take about 5 - 6 weeks, but they arrived in about 2 weeks from the date of the phone request.
The agent said that it would take about 5 - 6 weeks, but they arrived in about 2 weeks from the date of the phone request.
May 16, 2013, 5:15 pm
#49
Join Date: Jun 2012
Posts: 3
I just had the same experience. The card package arrived and no passes. The Chase rep tried to convince me they don't come until the anniversary. I referred Chase to their own terms and conditions on the online offer which say "ANNIVERSARY UNITED CLUB PASSES: The primary cardmember will receive two (2) one-time use United Club passes after account opening and every 12 months thereafter." The rep said they would get back to me. She did not. I called again and learned the passes are en route via UPS.
Mar 30, 2014, 12:38 pm
#50
Join Date: Mar 2014
Posts: 2
Is Chase Dragging their feet deliberately???
Like others who have posted here, I am still waiting for club passes. I should have received two in August 2013, but did not. When I called Chase Customer Service in mid-February 2014, the agent acknowledged the error, and told me that would send two new passes. I assumed that that they would send them right away. Two weeks later, I received a letter from Chase saying that they had submitted a request for my passes, and that I should allow up to 30 days for receipt. This is likely to be too late for a trip I have booked in April. Further, the letter stated that the passes to which I am entitled in August 2014 may take 6 to 8 weeks for delivery.
I called Chase again yesterday to request that they expedite the order, but I was told that there was nothing they could do until April 14.
I don't understand why Chase and United are dragging their feet instead of fulfilling their obligations under our contract. The agents I speak to at Chase seem knowledgeable and helpful. But their employer seems to be trying to minimize their costs instead of helping their customers. If I were looking for a credit card with airline benefits, I would think twice about Chase and Mileage Plus.
I called Chase again yesterday to request that they expedite the order, but I was told that there was nothing they could do until April 14.
I don't understand why Chase and United are dragging their feet instead of fulfilling their obligations under our contract. The agents I speak to at Chase seem knowledgeable and helpful. But their employer seems to be trying to minimize their costs instead of helping their customers. If I were looking for a credit card with airline benefits, I would think twice about Chase and Mileage Plus.
Apr 7, 2014, 6:16 pm
#51
Join Date: Mar 2014
Posts: 2
Passes received!
I just received two one-time passes via UPS. It's now about one week after my post on March 30. I forwarded a copy of the contents of the post to Chase via the secure message center. I believe that the combination of using this forum and the secure message center in a professional manner got the attention of the right person, whereas repeated phone calls had not. I let the person who replied to my secure message know that I appreciated the prompt response.
May 28, 2015, 11:28 pm
#52
Join Date: Oct 2010
Posts: 18
Same problem here and I believe that Chase / United is doing this intentionally - to fulfill what they promise in their advertisements only if a customer keeps bothering them over several months. It was like that when I signed up for the card. It looks like they never send them out automatically, a customer has to "request them", what they don't explain and even after making the request they only send them out if a customer calls for the 3rd time, the fourth time and maybe the fifth time. I see that this is nothing new, this has been going on for years. I had to wait for over half a year, calling again and again and now it is the same situation with my wife who applied for her own card. I asked to talk to a supervisor and he did not offer to overnight them. His response: "You requested them on May, 06 - it takes 30 days, so you should receive them on June, 06, sorry the system is like that, nothing I can do about it...." (my wife made it clear that her flight is on June 03, when she called a couple of months ago.) It looks like Chase / United try to reduce the number of lounge passes this way: not sending them out automatically, what they should since it is something promised in their advertisements and by ignoring the first 3 or 4 calls, telling customers "We really don't understand why you have not received them, you should have received them by now"
Last edited by flyhi152; May 28, 2015 at 11:35 pm
May 28, 2015, 11:57 pm
#53
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,856
.... It looks like Chase / United try to reduce the number of lounge passes this way: not sending them out automatically, what they should since it is something promised in their advertisements and by ignoring the first 3 or 4 calls, telling customers "We really don't understand why you have not received them, you should have received them by now"
Dec 23, 2015, 9:55 am
#54
Join Date: Feb 2003
Location: Southern Europe/USA
Posts: 662
Chase United Club pass confusion
Following receipt of my new card, shortly thereafter I received a large envelope from Chase (Delaware return address) which has printed in heavy type "Your United Club passes and Membership Guide Are Enclosed"
On the cover letter inside it specifically states that two complimentary United Club passes are enclosed.
But there were no passes to be found.
Called the 800 number in the letter and the "dedicated Explorer Card Customer Service specialist" said she was unable to order the missing passes but would check with their marketing department. After a long time on hold, she said she was told told by marketing that they were unaware of the mailing statements specifying the passes!
Said she would request the passes but it can take 6 to 8 weeks. I then spoke with a Chase CS supervisor who said she'd try to expedite the request. Spent at least 45 minutes on the phone.
Unbelievable!
On the cover letter inside it specifically states that two complimentary United Club passes are enclosed.
But there were no passes to be found.
Called the 800 number in the letter and the "dedicated Explorer Card Customer Service specialist" said she was unable to order the missing passes but would check with their marketing department. After a long time on hold, she said she was told told by marketing that they were unaware of the mailing statements specifying the passes!
Said she would request the passes but it can take 6 to 8 weeks. I then spoke with a Chase CS supervisor who said she'd try to expedite the request. Spent at least 45 minutes on the phone.
Unbelievable!
Jul 10, 2018, 9:11 am
#55
Join Date: Oct 2011
Posts: 19
CHASE United Club Passes associated with deprecated email I can't change
I'm not sure this is the right forum for this post because I'm not sure the problem is in MileagePlus. It could be a CHASE issue. So I'm going to be posting this in both forums.
I have both Chase MileagePlus cards (original United Visa and legacy Continental MasterCard). They each give me two United Club passes a year. This year they moved from paper passes to electronic passes that show up in your United app. Yesterday I was looking at those passes just to explore all the details and fine print when I discovered something that needs to be fixed.
If you go to one of the passes and select "Club pass details" from the menu in the upper right corner the following message is displayed:
"A confirmation email has been sent to <Email Address> with passes attached for your convenience"
This is the problem because "<Email Addrress>" is a 10 year old+ legacy email address that I no longer use nor one that even exists.
So I called United at (800) 421-4655. They had my current email address on file. When I tried to describe the situation to them they said, "Call CHASE. It's their benefit".
So I called CHASE. They don't have that email on file either (they say). They also have my current email address.
But someone, somewhere, has a server with a database that is associated with these passes which uses an email address I don't have anymore and is sending me digital copies of these passes...only they are going down an email black hole.
If I were to guess, I would say this has something to do with the UA/CO merger. Some legacy system, separate from the current publicly facing United back end which you use for most MileagePlus related activities (ticket purchase, etc), has got an email address from before the merger which never got updated whenever I changed out my email address after the merger. In theory Chase has been using the same system all this time and therefore is less likely to be the guilty party. But because my United account went from using my original MileagePlus number to using my legacy Continental number as a result of the merger, I suspect there was more opportunity for things to go wrong.
I don't know if anyone else has run into this or not. I'm more here to see if anyone knows who I should be talking to at United (or CHASE) about this besides the usual contact numbers. It's clear that this is a deep in the bowels IT thing and not something a front line person is probably going to have access to so it would help if I knew where I should be looking. Who actually controls those passes being sent out?
I have both Chase MileagePlus cards (original United Visa and legacy Continental MasterCard). They each give me two United Club passes a year. This year they moved from paper passes to electronic passes that show up in your United app. Yesterday I was looking at those passes just to explore all the details and fine print when I discovered something that needs to be fixed.
If you go to one of the passes and select "Club pass details" from the menu in the upper right corner the following message is displayed:
"A confirmation email has been sent to <Email Address> with passes attached for your convenience"
This is the problem because "<Email Addrress>" is a 10 year old+ legacy email address that I no longer use nor one that even exists.
So I called United at (800) 421-4655. They had my current email address on file. When I tried to describe the situation to them they said, "Call CHASE. It's their benefit".
So I called CHASE. They don't have that email on file either (they say). They also have my current email address.
But someone, somewhere, has a server with a database that is associated with these passes which uses an email address I don't have anymore and is sending me digital copies of these passes...only they are going down an email black hole.
If I were to guess, I would say this has something to do with the UA/CO merger. Some legacy system, separate from the current publicly facing United back end which you use for most MileagePlus related activities (ticket purchase, etc), has got an email address from before the merger which never got updated whenever I changed out my email address after the merger. In theory Chase has been using the same system all this time and therefore is less likely to be the guilty party. But because my United account went from using my original MileagePlus number to using my legacy Continental number as a result of the merger, I suspect there was more opportunity for things to go wrong.
I don't know if anyone else has run into this or not. I'm more here to see if anyone knows who I should be talking to at United (or CHASE) about this besides the usual contact numbers. It's clear that this is a deep in the bowels IT thing and not something a front line person is probably going to have access to so it would help if I knew where I should be looking. Who actually controls those passes being sent out?
Jul 10, 2018, 9:17 am
#56
Join Date: Jan 2016
Programs: UA 1K; *G, AA Plat
Posts: 1,700
Please don't double post. That's a violation of FT rules.
The email in question comes from [email protected] so I would think that United is the correct party to deal with.
However, with you being able to view and screenshot the passes in your UA app, why do you want the email copy. It is the exact same except "bigger" and "prettier".
The email in question comes from [email protected] so I would think that United is the correct party to deal with.
However, with you being able to view and screenshot the passes in your UA app, why do you want the email copy. It is the exact same except "bigger" and "prettier".
Jul 10, 2018, 3:36 pm
#57
Join Date: Oct 2011
Posts: 19
Well the obvious answer is if United's IT system has a bogus email address somewhere that they think is valid for the United Club passes, what else could it possibly be tied to that I don't know about? It's not about the passes, really. It's about United having incorrect contact information...information which apparently is not tied to my MileagePlus account.
Jul 11, 2018, 6:08 am
#59
formerly 1984SW
Join Date: Aug 2008
Location: Merida, Yucatan, Mexico
Programs: UA
Posts: 1,058
Color me confused (not an altogether unusual situation these days) but why are the UC passes not showing up as electronic passes in the OP's UA app? Why did they still e-mail the passes to him like they did prior to this year? 
Jul 11, 2018, 6:16 am
#60
Join Date: Jan 2016
Programs: UA 1K; *G, AA Plat
Posts: 1,700
I believe he wants the email (maybe for printing reasons)?
OP as an FYI, the email just shows nicer and wider screenshots of the pass that you see when you click "View Pass Details" in the app. Nothing you wouldn't be able to see if you just screenshot and printed each screenshot of your pass directly.