Can ticket reservations be placed on hold on United.com?
#61
Join Date: Nov 2002
Location: SEA/YVR/BLI
Programs: UA "Lifetime" Gold, AS MVPG100K, OW Emerald, HH Lifetime Diamond, IC Plat, Marriott Gold, Hertz Gold
Posts: 9,489
That's the basis on my email to 1KVoice.
I decided to not complain right off but instead I decided to play "dumb" and took the position that it must be a glitch and told them without the Hold feature I was unable to book my trip, use a paper voucher and use TBM.
I asked them to explain, how to complete this purchase without a Hold feature
I look forward to their reply.
Of course, the next email will be a major complaint about the increased difficulties and barriers to ticketing United flights. (no more refares, etc)
I decided to not complain right off but instead I decided to play "dumb" and took the position that it must be a glitch and told them without the Hold feature I was unable to book my trip, use a paper voucher and use TBM.
I asked them to explain, how to complete this purchase without a Hold feature
I look forward to their reply.
Of course, the next email will be a major complaint about the increased difficulties and barriers to ticketing United flights. (no more refares, etc)
But, you report that the xxxxxxxxxxxxxxxxxx let you down, which resulted in your disappointment with our service. Your comments are important to us xxxxxxxxxxxxx.
Seriously, I think we'll send an e-mail or two ourselves over this one. ^
#63
Join Date: Nov 2002
Location: SEA/YVR/BLI
Programs: UA "Lifetime" Gold, AS MVPG100K, OW Emerald, HH Lifetime Diamond, IC Plat, Marriott Gold, Hertz Gold
Posts: 9,489
Along with living more than two hours from SEA, we've regularly used Book-and-Hold while traveling abroad. We use it also when booking for family members, i.e. we book what we think they want, then confirm the details with them before finalizing. This provides more business for UA. Does UA want more business, he asked rhetorically?
Even if we manage to cancel the purchase within the 24 hours (being in another time zone doesn't make that calculation any easier), having to check the credit card statement to see if and when the charge has been canceled (think missing mileage credit and mileage posting in general) is certainly a retrograde step for us.
#64
Join Date: Jul 2002
Location: Virginia, USA
Posts: 4,508
Not takeover by CO but maybe necessary for code shares with CO. Whatever the rationale I do think it has something to do with the "partnership" with CO.
#65
Join Date: Nov 2002
Location: SEA/YVR/BLI
Programs: UA "Lifetime" Gold, AS MVPG100K, OW Emerald, HH Lifetime Diamond, IC Plat, Marriott Gold, Hertz Gold
Posts: 9,489
#66
Join Date: May 2003
Location: Redwood City, CA USA (SFO/SJC)
Programs: 1K 2010, 1P in 2011, Plat for 2012,13,14,15 & 2016. Gold in 17 & 18, Plat since
Posts: 8,826
- Gets rid of phantom duplicate bookings, allowing them to know more precisely what their load factor is on a given plane at a given time. This will be especially effective when they need it most- at times of fare sales, when many customers book-and-hold "I wish" itins.
- Reflects their inability to fix things on UA.com. You could get rid of many of the book-and-hold issues if you allowed people to have only one itin held that way, and you could even limit the feature to elites. Of course, elites are probably most-guilty of abusing the feature in the past, or at least FT elites anyway. Since they can't structure UA.com to do things the way it should, they eliminate the problem by eliminating the feature.
#67
Join Date: Nov 2002
Location: SEA/YVR/BLI
Programs: UA "Lifetime" Gold, AS MVPG100K, OW Emerald, HH Lifetime Diamond, IC Plat, Marriott Gold, Hertz Gold
Posts: 9,489
For United, eliminating book-and-hold
- Gets rid of phantom duplicate bookings, allowing them to know more precisely what their load factor is on a given plane at a given time. This will be especially effective when they need it most- at times of fare sales, when many customers book-and-hold "I wish" itins.
- Reflects their inability to fix things on UA.com. You could get rid of many of the book-and-hold issues if you allowed people to have only one itin held that way, and you could even limit the feature to elites. Of course, elites are probably most-guilty of abusing the feature in the past, or at least FT elites anyway. Since they can't structure UA.com to do things the way it should, they eliminate the problem by eliminating the feature.
Maybe a lot of FTers play "Fantasy Bookings" as a break from posting but we've used it in a way that I think is cost-effective both for UA and us.
Cheers,
Fredd
#68
Join Date: Mar 2005
Location: MDW/ORD and the late lamented Meigs Field...
Programs: UA 1MM Premier 1K, Hilton Gold, Marriott Titanium/ LT
Posts: 1,229
United PR if you are reading this thread, count this as one more customer VERY disappointed with the new "no holds" rule. My main objection is related to increasing the hoops that have to be jumped through to ticket with vouchers, and the lost of access to web-only fares when using vouchers. Also, we often use vouchers for "discretionary" travel -- I'm not going to trek one hour (or more) to ORD, and one hour back, to use a voucher, when I may learn that the fare I saw last night for a trip-on-a-whim to a relative, or a NY show, or whatever, is no longer available, or was web-only!! Those trips may simply not get made, or go to known cheaper airlines.
This move ONLY would have made sense if UA had moved to a system that permits online application of vouchers at the same time -- which UA did not! Being able to call web support to get an "exception" is not reasonable.
This move ONLY would have made sense if UA had moved to a system that permits online application of vouchers at the same time -- which UA did not! Being able to call web support to get an "exception" is not reasonable.
#69
Join Date: Jul 2006
Location: California
Programs: AA EXP, lowly UA 1K; Hyatt Diamond, SPG Gold, Hilton Gold; National EC, Hertz PC
Posts: 2,214
We use it also when booking for family members, i.e. we book what we think they want, then confirm the details with them before finalizing. This provides more business for UA. Does UA want more business, he asked rhetorically?
Even if we manage to cancel the purchase within the 24 hours (being in another time zone doesn't make that calculation any easier), having to check the credit card statement to see if and when the charge has been canceled (think missing mileage credit and mileage posting in general) is certainly a retrograde step for us.
Even if we manage to cancel the purchase within the 24 hours (being in another time zone doesn't make that calculation any easier), having to check the credit card statement to see if and when the charge has been canceled (think missing mileage credit and mileage posting in general) is certainly a retrograde step for us.
A shortsighted decision in my mind by United, especially if a customer is already on United.com to book, they are obviously showing some desire to fly UA, they should make the process as EASY as possible.
#70
Join Date: May 2008
Location: BOI (formerly ORD)
Programs: UA 1K 1.4MM; AA PLT 2.5MM; Hilton Diamond; Starwood Gold; Hyatt Platinum; Amex MR; Chase UR, et al
Posts: 465
Sent an email to 1kvoice@ as well as tweeting to @UnitedAirlines about my "travel credit from an unsed ticket." Also sending a tweet to @AAirwaves about how great their "on hold" feature is and how proud I am that they have that feature, while others (including UA) do not.
#71
A FlyerTalk Posting Legend
Join Date: Aug 2002
Location: NY Metro Area
Programs: AA 2MM Yay!, UA MM, Costco General Member
Posts: 49,035
This is a huge devaluation in United's usefulness to me. I have to book most of my business trips through a travel agent and I prefer to create an itinerary online, put it on hold and then call the TA who can pull the PNR and have it ticketed. I usually don't really care all that much about the minutiae of what goes on at ual.com to write and complain but this is really ticking me off.
This is just a silly decision from my perspective. I did use it all of the time for other reasons, like booking tickets and then confirming with others that the times worked and so forth.
This is just another reason not to fly UA in my opinion. And I have like 9 SWUs
#72
Join Date: May 2002
Location: US
Programs: UA GS 2MM
Posts: 1,737
I am quite disappointed with this change as well. I travel with others on a frequent basis and putting the flights on hold using different PNRs was important since the payment always came from different places. Holding reservations also allowed me to confirm flight times when visiting friends/family.
I, too, will write UA on this one.
I, too, will write UA on this one.
#73
Join Date: Jul 2004
Location: St. Louis
Programs: AA PLAT 3.8mm, DL gold
Posts: 314
There is a very simple solution....book your flights on AA. AA and UAL share most of their routes and AA still allows the 24 hour hold. In fact if you haven't made up your mind within the 24 hour window, you can call and AA will almost always extend the hold for another 24 hours.
I left UAL about 2 years ago because they made it apparent that I and most of their customers aren't important to them. We are just a pain. AA on the other hand seems to realize that the customers are the sole reason for them being in business. AA isn't perfect but for my money they are much better and more appreciative than UAL.
Walk with your wallets and perhaps UAL will some day get the message.
I left UAL about 2 years ago because they made it apparent that I and most of their customers aren't important to them. We are just a pain. AA on the other hand seems to realize that the customers are the sole reason for them being in business. AA isn't perfect but for my money they are much better and more appreciative than UAL.
Walk with your wallets and perhaps UAL will some day get the message.
#74
Join Date: Sep 2006
Location: SFO
Programs: UA 1K
Posts: 342
We should start a letter writing campaign to United. This move is sneaky and anti-consumer.
#75
Used to be MBS PremExec
Join Date: Sep 2000
Location: Saginaw, MI (MBS)
Programs: UA 1K 1.9MM, Marriott Titanium w/Lifetime Plat, Hilton LIfetime ♢, National Exec, Amex Plat
Posts: 5,722
Another voice from the 'THIS SUCKS' camp. C'mon United...Really?!?!?!?!!?!
I may have one of the last remaining 'on hold' reservations in the UA system. I put a reservation on hold yesterday, as I'm going out to the airport this afternoon to have it ticketed with some vouchers. It's so convenient to put my itinerary together (in this case, a complicated one to maximize EQMs), put it on hold and run out to the airport to have it ticketed. Easy easy!
Although the refare vouchers are going by the wayside, I always have a handful of unused tix, CS vouchers, etc. that need to be TBM or ticketed in person.
WHY? Seriously WHY?
I may have one of the last remaining 'on hold' reservations in the UA system. I put a reservation on hold yesterday, as I'm going out to the airport this afternoon to have it ticketed with some vouchers. It's so convenient to put my itinerary together (in this case, a complicated one to maximize EQMs), put it on hold and run out to the airport to have it ticketed. Easy easy!
Although the refare vouchers are going by the wayside, I always have a handful of unused tix, CS vouchers, etc. that need to be TBM or ticketed in person.
WHY? Seriously WHY?