Hey good morning all, I know you are just probably getting all the systems back online and working through issues. I purchased the annual Economy Plus option (First full year with a job that requires flying most every week) but when I've gone to switch to the economy plus seating, it charged me $59/leg instead of recognizing I already had the option pre-paid for. I've sent in messages to customer service this morning, didn't feel like waiting on hold since this is a high volume day for you guys- any other recommendations??? Thx, and hope the rest of it goes smoothly
Originally Posted by
UA Insider
Hi
Everyone, as you know, we are making final preparations to migrate our two airlines into one reservation platform (Passenger Service System, or PSS) on March 3rd. There are a lot of changes coming on this day – we’re going to have a single loyalty program, a single set of policies and a single system.
This master thread will hopefully serve as a singular resource for:
- Answering your questions about the conversion. There are already many threads with questions about this change. We posted some initial tips last week, and there’s more to come. We will do our best to keep track of your questions and answer them here.
- Keeping you updated before during and after. Starting tomorrow, we will be here 24/7 through the weekend and will be tracking issues that you report. Specific examples of issues are appreciated, and you’re welcome to post them here or send them to us via PM.
Below are a few helpful reminders and the start of a master list of known items. As we update the list, we’ll add new sections accordingly.
What to know in advance
- We won’t be able to serve you online or over the phone for a couple hours. Specifically, starting at 1 a.m. U.S. Central Time, online check-in, united.com, our mobile applications and our contact centers will not be available for approximately 3 to 4 hours.
UPDATE as of 3:44a CT. Our united.com transition is almost complete. Please feel free to start exploring, but, please note that updates to some features are still in progress.
UPDATE as of 4:00a CT. Our Contact Centers are back up as well, but, you may experience higher than normal call volume.
- Some capabilities will not resume immediately. As we begin to bring systems back online, updates to some features may still be in progress and not immediately available. We’ve started a list of known items below.
- Tips if you’re traveling March 3rd. If you are unable to print your boarding pass in advance, or if you have bags to check, please allow extra time at the airport. Also, all flights that were scheduled to operate as Continental Airlines (CO) will be operating as United Airlines (UA) so, be sure to check united.com (once we’re back up) or monitors at the airport for correct terminal and gate information.
As we begin the integration process, we’ll add to this list and update information as necessary.
MileagePlus Account Experiences
Upgrades
- Upgraded tickets displaying, “A modification has been made . . .” message. Tickets upgraded with a Global Premier Upgrade, Regional Premier Upgrade or a Mileage Upgrade Award may initially display the message, “A modification has been made to your itinerary. Please contact United Reservations to have your ticket reissued.” We’ll be running a process to synchronize these reservations automatically over the course of the next day, but, this process has not yet begun. Your flights will remain upgraded, but, in the new system, we need to take an additional step to match your reservation with your ticket (e.g. put it back in synch). There will be no need to re-request these upgrades.
UPDATE as of 8:30a CT. We're still researching this one and have learned some more details. The systematic process to correct this issue may not work as planned. If you're traveling today or tomorrow, we recommend calling us to have your reservation updated. If you're traveling in the future we're still working on a resolution and will keep you posted.
- Redeeming Regional Premier Upgrades (RPU). RPUs incorrectly showing "Regional Upgrade is restricted by fare class and may not be used on this part of your trip." when redeeming on united.com
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’re actively researching this issue. If you are experiencing this issue, any specific examples you are able to PM us are appreciated.
Content
- Premier cards shown here are still from OnePass
As always, thank you for your feedback and support as we take this important step toward becoming United.
Shannon Kelly
Director, Customer Insights
United Airlines