Premier members who have Chase-issued credit cards are eligible for award ticket upg.
Feb 29, 2012, 2:57 pm
#451
Join Date: Feb 2010
Location: GUM
Programs: DL, AA, UA, SPG
Posts: 223
Just sent the following email to CO customer service. We will see what happens (it was an X fare).
Recently I flew RT GUM-ROR. I am a Platinum Onepass member. I used award miles and booked online. I used the Chase Mileageplus Explorer card to pay for the taxes and I also updated my information and listed the card as my primary card. I called the elite line multiple times to verify that I was set to be placed on the upgrade list. Each time the agent I spoke to had very little knowledge of this rule. Needless to say, I went to the airport and had the same struggles. I showed them the rules off of the website, but they still struggled and couldn't add me to the stand-by list. Upon my return, I had the same problem (and there were open seats in business during the flight). After this experience I feel deceived by the marketing. I acquired the credit card to take advantage of this option and have been unable to thus far. I have always been happy with CO and now UA. I would appreciate a response as to what happened and how this can be fixed for my future travel. Thanks.
Recently I flew RT GUM-ROR. I am a Platinum Onepass member. I used award miles and booked online. I used the Chase Mileageplus Explorer card to pay for the taxes and I also updated my information and listed the card as my primary card. I called the elite line multiple times to verify that I was set to be placed on the upgrade list. Each time the agent I spoke to had very little knowledge of this rule. Needless to say, I went to the airport and had the same struggles. I showed them the rules off of the website, but they still struggled and couldn't add me to the stand-by list. Upon my return, I had the same problem (and there were open seats in business during the flight). After this experience I feel deceived by the marketing. I acquired the credit card to take advantage of this option and have been unable to thus far. I have always been happy with CO and now UA. I would appreciate a response as to what happened and how this can be fixed for my future travel. Thanks.
Dear Gree0411,
Thank you for contacting United Continental Holdings, Inc.
As a Premier MileagePlus member and Chase MileagePlus Explorer card
holder, you can expect to be upgraded to First Class on award tickets on
flights operated by Continental and Continental Micronesia provided
seats are available. I can understand your disappointment in not being
upgraded, especially based on your observations that there were First
Class seats available and I sincerely apologize for this inconvenience.
These upgrades are processed automatically by our elite automation
system prior to departure, and if on the day of departure it is not
processed automatically, the airport should be placing you on the
standby list. It is very disheartening to learn that our agents do not
seem aware of this policy.
Your concerns will be included in a monthly Customer Care report that is
reviewed by senior management. I am confident positive steps will be
taken to ensure our co-workers are following the Premier MileagePlus
upgrade policies.
We want to make travel with us a convenient and trouble-free experience
for our passengers, and I am truly sorry we failed to do so on this
occasion. To demonstrate our commitment to service excellence, and as a
gesture of apology for our service failure, I am adding 4,000 bonus
miles to your account.
Our goal is to provide exceptional service every time we welcome you
onboard, and I hope you will allow us an opportunity to restore your
confidence. Your support is important to United, our regional carriers,
and all Star Alliance member carriers.
We appreciate your business and look forward to welcoming you onboard a
future United Airlines flight.
Regards,
xxxxx xxxxxxx
Customer Care Manager
Continental Airlines
Mar 1, 2012, 10:57 am
#452
Join Date: Dec 2005
Location: Olympia, WA
Programs: AK, DL,UA
Posts: 360
RESPONSE FROM CO/UA:
Dear Gree0411,
Thank you for contacting United Continental Holdings, Inc.
As a Premier MileagePlus member and Chase MileagePlus Explorer card
holder, you can expect to be upgraded to First Class on award tickets on
flights operated by Continental and Continental Micronesia provided
seats are available. I can understand your disappointment in not being
upgraded, especially based on your observations that there were First
Class seats available and I sincerely apologize for this inconvenience.
These upgrades are processed automatically by our elite automation
system prior to departure, and if on the day of departure it is not
processed automatically, the airport should be placing you on the
standby list. It is very disheartening to learn that our agents do not
seem aware of this policy.
Your concerns will be included in a monthly Customer Care report that is
reviewed by senior management. I am confident positive steps will be
taken to ensure our co-workers are following the Premier MileagePlus
upgrade policies.
We want to make travel with us a convenient and trouble-free experience
for our passengers, and I am truly sorry we failed to do so on this
occasion. To demonstrate our commitment to service excellence, and as a
gesture of apology for our service failure, I am adding 4,000 bonus
miles to your account.
Our goal is to provide exceptional service every time we welcome you
onboard, and I hope you will allow us an opportunity to restore your
confidence. Your support is important to United, our regional carriers,
and all Star Alliance member carriers.
We appreciate your business and look forward to welcoming you onboard a
future United Airlines flight.
Regards,
xxxxx xxxxxxx
Customer Care Manager
Continental Airlines
Dear Gree0411,
Thank you for contacting United Continental Holdings, Inc.
As a Premier MileagePlus member and Chase MileagePlus Explorer card
holder, you can expect to be upgraded to First Class on award tickets on
flights operated by Continental and Continental Micronesia provided
seats are available. I can understand your disappointment in not being
upgraded, especially based on your observations that there were First
Class seats available and I sincerely apologize for this inconvenience.
These upgrades are processed automatically by our elite automation
system prior to departure, and if on the day of departure it is not
processed automatically, the airport should be placing you on the
standby list. It is very disheartening to learn that our agents do not
seem aware of this policy.
Your concerns will be included in a monthly Customer Care report that is
reviewed by senior management. I am confident positive steps will be
taken to ensure our co-workers are following the Premier MileagePlus
upgrade policies.
We want to make travel with us a convenient and trouble-free experience
for our passengers, and I am truly sorry we failed to do so on this
occasion. To demonstrate our commitment to service excellence, and as a
gesture of apology for our service failure, I am adding 4,000 bonus
miles to your account.
Our goal is to provide exceptional service every time we welcome you
onboard, and I hope you will allow us an opportunity to restore your
confidence. Your support is important to United, our regional carriers,
and all Star Alliance member carriers.
We appreciate your business and look forward to welcoming you onboard a
future United Airlines flight.
Regards,
xxxxx xxxxxxx
Customer Care Manager
Continental Airlines
Mar 2, 2012, 2:53 pm
#453
Join Date: Feb 2005
Location: PHL
Programs: AA EXP MM, HHonors Lifetime Diamond, Marriott Lifetime Ti, UA Silver
Posts: 5,035
I'm still curious about how UACO associates your PP credit card with your account? I got the PP credit card after making an award reservation so does the system automatically recognize the reservation as eligible for an upgrade.
Mar 3, 2012, 5:29 am
#454
Join Date: Jun 2007
Programs: UA 1K, Hilton Gold, Marriott Silver
Posts: 315
Mar 3, 2012, 6:24 pm
#455
Join Date: Sep 2000
Location: Denver, CO
Programs: UA 1K 25 years/2MM, Honors LT Diamond, AVIS & Hertz Prez Club
Posts: 4,751
So, my flight is tomorrow. I checked in at T-24. I booked with OP Miles in "X". I have the PPlat MasterCard. Not showing on the upgrade list for the flight. Do I have to request to be added to the list at the airport for this type of upgrade?
Mar 3, 2012, 6:53 pm
#456
Join Date: Apr 2010
Location: IAH
Programs: UA/CO-GS/PPlat,AA-Gold,SPG-Plat,Hilton-Diamond,Marriott-Plat,Hertz-Pres_Circe
Posts: 824
The application for the card asks for the number. You can also call chase. For example if you and a spouse are both on the account (not just both have cards) you can associate with either # (but not both)
Mar 3, 2012, 7:36 pm
#457
Join Date: Dec 2005
Location: Olympia, WA
Programs: AK, DL,UA
Posts: 360
You should have been added, but if not you will have to wait till you get to the airport and request it then. Sucks, I know.
Mar 5, 2012, 7:26 am
#459
Join Date: Dec 2002
Location: Austin, Texas
Posts: 188
Forgive me if this has already been added, as I'm not reading all 31 pages of posts up to this point.
- I suggest printing out the policy from the website and taking it to the airport (and get there early).
- For some reason, I've had issues with one-way rewards in the past. I don't know if they're coded differently.
- If your airport has a PMCO Club, I'd go there - they're usually more aware of the policy.
Mar 5, 2012, 7:47 am
#460
Join Date: Jul 2002
Location: Virginia, USA
Posts: 4,506
I have a two segment award flight on Wednesday. Segment #1 is X and segment #2 is XN. Segment #1 cleared on Friday. Segment #2 hasn't yet cleared. The flight at this point is F9 and I'm a 1K, so this will be a good experiment to see how the system is now working. As it is, I have an excellent aisle exit coach seat and most remaining First seats are window, which I don't like. So I don't really care if it clears or not. But I'll report back the results.
Last edited by JetAway; Mar 6, 2012 at 2:36 pm Reason: Updating post
Mar 6, 2012, 2:37 pm
#461
Join Date: Jul 2002
Location: Virginia, USA
Posts: 4,506
UPDATE: Checked in. Not upgraded on Segment #2 nor placed on the upgrade list. So it appears there is still a glitch with "XN."
Mar 7, 2012, 8:02 am
#462
Join Date: Jul 2005
Location: IAH
Programs: UA 1K, NEXUS, Global Entry
Posts: 145
Woke up this morning to an email notifying me of my EWR-IAH X->R upgrade at ~T-36H. So it's working... for me, at least.
Mar 7, 2012, 9:40 am
#464
Join Date: Mar 2010
Location: TPA
Programs: UA 1PP MM
Posts: 328
Forgive me if this has already been added, as I'm not reading all 31 pages of posts up to this point.
- I suggest printing out the policy from the website and taking it to the airport (and get there early).
- For some reason, I've had issues with one-way rewards in the past. I don't know if they're coded differently.
- If your airport has a PMCO Club, I'd go there - they're usually more aware of the policy.
Mar 12, 2012, 5:05 am
#465
Join Date: Jun 2007
Programs: UA 1K, Hilton Gold, Marriott Silver
Posts: 315
So, just booked an reward ticket and now it is showing booked in YN - wonder what is this going to do? Looks like the XN has now dissapeared,