What's happening is three-fold. First, the PSS integration has left the new United with a system that can't carry over a waitlist at T-24. Second, because of inadequate training and poor leadership, many line employees aren't sure just what some of the new airline's policies are. Third, the senior management is more interested in what you bring to the table as customer today, not what you've brought in the past. They recognize that the old United made a lot of promises they now can't afford to keep, and are easing into a new paradigm where monetizing everything, including selling the seat you used to upgrade into as a GS, is more important than repaying your past loyalty.