Originally Posted by
mghorton
Sitting at SFO right now after spending 45 minutes checking in with kind-hearted but exhausted UA INTL agents.
They made phone calls to higher ups, they called for a supervisor, they called HQ. Bottom line: upgradable fares using SWU that do not clear 24 hours before departure ARE NOT moved to the gate upgrade standby list at check-in. If you don't clear before check-in opens, you WILL NOT be given the opportunity to clear later.
The ONLY waitlisted passengers that are being moved to the gate upgrade waitlist are MILES + MONEY.
In addition, if the check-in counter puts you on the waitlist, they will REMOVE you.
Despite the fact that we are told we will be moved to the waitlist, it is deliberately not happening. In my case, I received an email and confirmed by telephone that all I had to do was check in and I would get on the standby list to get my shot.
They KNOW we are being told otherwise. But the reality is not what has been advertised and put into writing.
UA Insider, we need answers on this.
In my case, I paid for an upgradable W fare and they took my SWU from my account in DECEMBER.
This is a dealbreaker for me.
Hi
mghorton, thanks for bringing this to our attention. I want to ensure you, and anyone else who may hear this, that this is absolutely not the case. I'm sorry you were misadvised. If you redeem a mileage upgrade award, Regional Premier Upgrade (RPU) or Global Premier Upgrade (GPU) and don’t clear the waitlist within 24 hours of your flight, the system will automatically place you on the upgrade standby list when you check-in. We are in process of getting some good information into the hands of our co-workers to ensure that this process is understood.
To offer a bit of background, I think where the confusion has come into play is that, previously United customers could request to upgrade using a systemwide or regional upgrade on the spot, at the airport. Now, if space is not available, these requests must be made at least 24 hours in advance either online or over the phone. I'm afraid some took this to mean that being put on the upgrade standby list at the airport was no longer possible. This is an incorrect interpretation. So long as you’ve redeemed the mileage, RPU or GPU in advance, then you should be on the standby list. We're working to get this message re-communicated.
Shannon