Originally Posted by
avidflyer
UAInsider: Simple question: There are dozens of reports of 1K's NOT being on the upgrade list on the day of departure. What is going on there? It is extremely frustrating that 100K mile flyers cannot just get an answer (even if it is "its broke") to such a fundamental part of the program. I know you are buried with issues but If I were to stack rank the ones causing the most ill-will and stress this would be #1. Can your team address this issue? If you came back and say "Sorry, 1K's and GS's are now not eligible for gate upgrades but everyone else is" that's fine...I can deal with facts but the "theories" we are seeing and lack of a direct statement is making this much more stressful than it needs to be.
Hi
avidflyer, we’re continuing to look into the examples being reported where complimentary upgrades are not always being processed. We’ve made progress here, but, there are still some cases we’re working to identify and resolve.
One use case we’re running across lately is that, by design, the system that clears complimentary upgrades stops when it tries to clear the next customer in line, and for one reason or another, cannot complete the upgrade. This most often happens, when the reservation in question needs to be reissued. Normally, this is a rare occurrence. But, as has been noted in the master thread, one side effect of the migration is that we have many more reservations than normal out there with the “A modification has been made …” message.
If you’re in a window where seats are available and upgrades should be clearing, please continue to PM us your examples. With these details, we’ll try to get anything unstuck that may be preventing the system from running as well as identify any other trends that we need to fix.
Shannon