Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
March 3rd, 2012 System Integration Master Thread (PSS)
Originally Posted by
UA Insider
Hi
Everyone, now that we’re on a single system, I’ve change this thread up a bit to better track the issues that are being reported along with the latest status (original information is archived at the bottom of this post). The specific examples many of you have sent to us via PM are appreciated.
Latest status
- We’re still experiencing high call and email volumes. If you have called or emailed us recently, you’ve more than likely experienced delays in reaching us. We’re addressing these high volumes with a combination of system solutions and additional staffing. This is a top priority for us and we are steadily reducing wait times and email backlogs (updated 7:00a, March 31)
- Combined balances may not display right away. Accounts should now be displaying combined balances. If yours is not, and it’s been more than 48 hours since you’ve logged in, please send us a PM
- Status for Million Miler companions should now be updated. Those designated as Million Miler companions should now be showing correctly and new credentials, if applicable, are in process of being mailed out (updated 4:00p, March 24)
- Delayed redeposits for GPU/RPU and MUA. We’re experiencing delays in posting these back to accounts when refunds are requested or when a waitlisted segment does not clear and the award should be deposited automatically. We’re working through this volume with priority (updated 7:00a, March 31)
- Boarding groups. Some Premier members are receiving the wrong boarding group on their boarding pass. Specifically, this is happening when the customer is Premier member as well as a Chase card holder (Resolved)
- When to expect mileage to be posted. We’re still working through a backlog of missing mileage requests. It's worth noting that, going forward, when you take an eligible flight on United, the mileage credit and Premier qualifying activity should appear in your account approximately 72 hours after departure as a standard timeframe (updated 7:00a, March 31)
- Flight upgraded to ON. These flights are not posting miles or PQM/PQS class of service bonuses correctly. For flights going forward, we hope to have a fix in place soon. To correct postings for previous dates, we’ll be refreshing these calculations later in the week after the fix goes in (updated 7:00a, March 31)
- MileagePlus Contact Us form missing 1K. 1K is not listed as a status on the form and it fails when submitted by 1K members (Resolved)
- Star Alliance Upgrade Awards. The ability to redeem miles for upgrades on Star Alliance carriers will be unavailable for a few weeks. We expect this functionality to be available again in early April (updated 10:30p, March 24)
Upgrades- Complimentary Premier Upgrades (CPU). We’ve resolved several issues that were impacting processing here. We’re continuing to identify additional use cases, but, are starting to see a return to usual processing. For background, the situation discussed in more detail here has been one of the most common cases. Efforts behind correcting the issues that are resulting in the “A modification has been made to your itinerary . . .” message have been helpful. For example, if your itinerary looks okay, but, you are seeing R seats open and are inside the window for your upgrade, chances are there is someone on the list above you with a reservation in this state that is preventing it from moving forward. While we’ve corrected many situations that were causing this, we’re still looking at each example that we receive via PM (updated 10:30p, March 24)
- Regional Premier Upgrades not redeemable on p.s. flights. This issue has been identified (Resolved)
- Upgrade standby list not showing for some other regional carriers. This is not an error, but, now that we’re on a single system, adding information from our regional carriers on deck to be added
Booking
- Mixed Cabin icon not displaying. The Mixed Cabin message that usually displays when one or more segments are only available in a lower cabin is not showing (Resolved)
- Silverwings. Silverwings fares do not appear to be displaying
- Electronic travel certificates. Certificates are now redeemable on united.com. One case worth noting - certificates still cannot be redeemed online when the total price of the ticket is less than the value of the certificate (Resolved)
- Flight search is not always showing *A partners. Please continue to send us any examples you find. Updates include - corrected reward pricing issues for LX, corrected pricing issues for South Asia, ZK codeshare back online.
Worth noting: While not tied to our system migration, award travel on Ethiopian Airlines (ET) and Aer Lingus (EI) can now be booked on united.com. These two carriers were added just this week and brings the list of partner carriers to over 30 as we continue to expand our partner award shopping experience (updated 10:30p, March 24)
View Reservation
- Sometimes not able to view all flight segments. A few of you have reported not being able to view all of the flight segments in your reservation. We’ve been identifying these and correcting these, but, if you experience this, please continue to PM us your examples (updated 6:40a, March 8)
- “A modification has been made . . .” message. Some tickets may display the message, “A modification has been made to your itinerary. Please contact United Reservations to have your ticket reissued.” We’ve identified and corrected a majority of these, but, if you experience this, please continue to PM us your examples. (updated 7:45p, March 15)
- ON class, but, should be R Some waitlisted flights were migrated as ON class when they should be have been R. We’ve identified these reservations and have made corrections to these. If you see an example of this, please send us a PM (Resolved)
- Confirmed reservations listed in Refund section. This is happening when you have a confirmation number that was initially cancelled or refunded for one reason or another and then subsequently used later to book new flights. The system is reading the status of the first ticket and is displaying these under the “Refunded” section instead of the “Confirmed” section. We continue to look into this. But, there is no need to worry. We are just displaying it in the wrong section. (updated 6:40a, March 8)
- "Upgrade" link not always appearing when it should. When electronic certificates are used as part of the purchase the link to “Upgrade” is not always displaying when it should. We’re working to resolve this, along with identifying other cases when it is not appearing (added 1:30p, March 25)
Seats
- Sporadic Seat Assignment Issues. Initially some seats were not transitioned as part of the initial migration. We’ve restored all seats where possible, but, there may be times when the originally assigned seat is no longer available. We recommend using united.com to confirm or change your seat assignments for any upcoming trips (updated 10:30p, March 9)
- Seat assignments on thru flights. Trouble assigning seats on thru flights
General / Misc
- 128-bit encryption with a strong cipher SSL issue (Resolved)
- Premier cards shown here are still from OnePass (Resolved)
- “Transfer Miles to Friends or Family” function on "My Account" page redirects to "Donate to Charities" (Resolved)
- Amtrak earning page still reflects Continental (In process of updating)
- List of United Clubs on united.com is missing many clubs (Resolved)
- Not able to rename itineraries on united.com
- IVR not recognizing international postal codes
Shannon Kelly
Director, Customer Insights
United Airlines
Last edited by UA Insider; Mar 31, 2012 at 6:19 am
Reason: Updates