Originally Posted by WineCountryUA

Has anyone else taken an upgrade cash offer, in my case on the itinerary page, that seemed to be process successful, you receive a confirmation email and your credit card showed a pending charge, only to learn the upgrade failed and UA "refunded" the payment.

This has now happen to be twice, both Europe to SFO flights, both in paid PremPlus.

First case, I called after trying three times. The agent saw and tried to process the same offer. After trying some other ways, agent involved a supervisor and pushed it thru. Took close to an hour and there was never a real explanation of the issue. Ended up in P, not PZ. Dismissed it as a glitch.

Second, 6-7 weeks later, another trip , same failure. Called agent had same issue, took forever to connect with a supervisor to fix and the supervisor refused. I made the offer made and accepted and credit card card with confirming email argument and the supervisor said the offer was cancelled and refunded -- therefore was not longer available. I pushed back hard and I repeated you can not revoke the offer after accepting payment. The supervisor said sure we can and we did, there is nothing more to do. After my third insistence this was problematic (I avoid illegal as I did not want to make the supervisor shutdown). the supervisor hung up on me. I was totally frustrated.

I noticed at the end of the call the offer was still there, it was there the next day, and the next and a week later, So I tried again and failed, Was traveling and did not call to try other agent, Assumed my PNR was highlighted in red. Then a week later, two weeks after the initial try, noticed the offer was still then and had some time. This time the agent and supervisor handled it professional and without push-back. I got a hint this was not the first time they had seen this. In and out in 30 minutes. Ended up in C, not PZ.

Anybody else? The second supervisor infuriated me and I have submitted a complaint.