Bumped from upgrade
Aug 3, 2009 | 7:55 pm
#31
Join Date: Mar 2002
Location: OR
Posts: 1,632
I would like to know this too. What happen if you get a B-up ticket based on the elite upgrade at the time of purchase and is forced to seat in coach for some reasons? Am I due a refund?
Aug 4, 2009 | 5:32 am
#32
Join Date: Mar 2001
Location: Philly, Madrid
Programs: Alaska MVP Gold
Posts: 2,592
Sorry to keep asking this, but I really want a definite answer before I call CO. If this is an actual written policy where is it? If it is just an "understood" policy, what it is?
Aug 4, 2009 | 5:56 am
#33
Original Poster
Join Date: Aug 2009
Location: EWR
Programs: United Platinum
Posts: 21
Aug 4, 2009 | 6:17 am
#34
Original Poster
Join Date: Aug 2009
Location: EWR
Programs: United Platinum
Posts: 21
What do you call the $150 I got back? If that's not compensation, what is it? A penalty? CO was simply working by the rules it created after a customer reminded them.
Aug 4, 2009 | 6:46 am
#35
Join Date: Mar 2007
Location: Delayed at EWR
Programs: UA 1K, SPG Gold, Hilton Gold, Priority Pass
Posts: 353
This happened to me, on a flight to San Francisco of all places, and I was given a $500 travel certificate. I really don't think we are "owed" anything other than an economy seat on the plane, since that is what we purchased with a B fare, but their Customer Service wouldn't do that to an elite traveler.
Aug 4, 2009 | 6:55 am
#36
Suspended
Join Date: Nov 1999
Posts: 24,150
Compensation as I said before would be anything over and beyond what CO gave you as a Refund.
say Co refunded you the extra $$ you paid and threw in a $200 voucher or a cert for a positive Upgrade the next time you flew. In that case Id say you received a Refund and also received Compensation. Since I guess you could have claimed the reason you switched flights was in order to get the UP. Although in fact you purchased a Coach seat and thats what you ended with and CO could have said maybe a refund if you had paid the extra for a FC seat and didnt get it
Aug 4, 2009 | 8:01 am
#37
Join Date: May 2009
Location: SEA
Programs: DL GM
Posts: 355
Glad I didn't have this kind of trouble. Trip from SEA-CUN, got upgraded and prior to boarding the called me and explained that the equipment had to be changed and I was being downgraded. They immediately gave me a $250 towards a future flight plus left my booking as an F ticket so I accrued 150% for miles and eqms. Handled smoothly and fairly.
Last edited by Laughable; Aug 4, 2009 at 8:09 am
Aug 4, 2009 | 8:09 am
#38
Join Date: Mar 2001
Location: Philly, Madrid
Programs: Alaska MVP Gold
Posts: 2,592
I have read thru this several times and still fail to see what of this rule applies to my situation. Would you be so kind as to direct me to the specific part of Rule 27 that applies to upgrades/downgrades etc?
Aug 4, 2009 | 8:24 am
#39
Join Date: Mar 2001
Location: Philly, Madrid
Programs: Alaska MVP Gold
Posts: 2,592
Glad I didn't have this kind of trouble. Trip from SEA-CUN, got upgraded and prior to boarding the called me and explained that the equipment had to be changed and I was being downgraded. They immediately gave me a $250 towards a future flight plus left my booking as an F ticket so I accrued 150% for miles and eqms. Handled smoothly and fairly.
Aug 4, 2009 | 8:30 am
#40
Join Date: May 2009
Location: SEA
Programs: DL GM
Posts: 355
I don't know what reasonable is, because we all view it differently. I think that they confirmed you in one class of service and then removed it, so you have some reasons to ask for something. Maybe an upgrade certificate to be used on a future flight or maybe accrued miles/eqms as if you had flown first. It appears you may be eligible for compensation...
I just feel fortunate that my experience was handled with no prompting at the gate. What this really shows is a lack of consistent customer service which becomes a brand identity problem for the airline down the road.
I just feel fortunate that my experience was handled with no prompting at the gate. What this really shows is a lack of consistent customer service which becomes a brand identity problem for the airline down the road.
Aug 4, 2009 | 8:32 am
#41
Join Date: Mar 2007
Location: Delayed at EWR
Programs: UA 1K, SPG Gold, Hilton Gold, Priority Pass
Posts: 353
From my experience they will accommodate your needs by 1) getting you a seat on the downsized plane, plus a flight certificate for an amount most likely determined by the distance traveled; 2) an upgrade certificate for use on a future flight; or 3) trying to find you an F seat on a flight later that day if possible.
Aug 4, 2009 | 8:38 am
#42
Original Poster
Join Date: Aug 2009
Location: EWR
Programs: United Platinum
Posts: 21
A Refund
Compensation as I said before would be anything over and beyond what CO gave you as a Refund.
say Co refunded you the extra $$ you paid and threw in a $200 voucher or a cert for a positive Upgrade the next time you flew. In that case Id say you received a Refund and also received Compensation. Since I guess you could have claimed the reason you switched flights was in order to get the UP. Although in fact you purchased a Coach seat and thats what you ended with and CO could have said maybe a refund if you had paid the extra for a FC seat and didnt get it
Compensation as I said before would be anything over and beyond what CO gave you as a Refund.
say Co refunded you the extra $$ you paid and threw in a $200 voucher or a cert for a positive Upgrade the next time you flew. In that case Id say you received a Refund and also received Compensation. Since I guess you could have claimed the reason you switched flights was in order to get the UP. Although in fact you purchased a Coach seat and thats what you ended with and CO could have said maybe a refund if you had paid the extra for a FC seat and didnt get it
Aug 4, 2009 | 5:58 pm
#43
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
First post on the forum.
I flew back to the States last night from Aruba, AUA-EWR. Currently I am on gold elite. The particular ticket I paid was fare class B. The original roundtrip ticket I paid $816.7 including all taxes and fees. Then there were two changes I ended up paying a total of $1,156.70.
Two days prior to my return I got an email message upgrading me to first class. I flew Newark Aruba very often it was nothing new to me. At the airport I was bumped off, however. This is a first to me. The reason the counter agent told me was they had to make a first class seat available to the co-pilot. Since the upgrade is complimentary I kept mum.
I was the last one to check in. It is the election year in Aruba. On my way to the airport there was a campaign prosession several miles long delaying traffic. The check-in counter was already closed after I returned the rental car to get to the counter. Although I was more than one and a half hour before the scheduled departure time.
Do I have a case?
I flew back to the States last night from Aruba, AUA-EWR. Currently I am on gold elite. The particular ticket I paid was fare class B. The original roundtrip ticket I paid $816.7 including all taxes and fees. Then there were two changes I ended up paying a total of $1,156.70.
Two days prior to my return I got an email message upgrading me to first class. I flew Newark Aruba very often it was nothing new to me. At the airport I was bumped off, however. This is a first to me. The reason the counter agent told me was they had to make a first class seat available to the co-pilot. Since the upgrade is complimentary I kept mum.
I was the last one to check in. It is the election year in Aruba. On my way to the airport there was a campaign prosession several miles long delaying traffic. The check-in counter was already closed after I returned the rental car to get to the counter. Although I was more than one and a half hour before the scheduled departure time.
Do I have a case?
Deadheading crew members are given a COACH seat, and standby for an F seat. They will be upgraded after all the Elites have been processed.
If you were not onboard at T-15, your seat is subject to loss and will be given to the next person waiting to be seated.
What time did you board the flight?
If you were not onboard at T-15, your seat is subject to loss and will be given to the next person waiting to be seated.
What time did you board the flight?
Aug 11, 2009 | 10:41 am
#44
Join Date: Mar 2001
Location: Philly, Madrid
Programs: Alaska MVP Gold
Posts: 2,592
So I just finally got a response to my inquiry about being downgraded at the gate (as I walked through the gate). Here's the email I got:
Dear Mr. Srodr,
I finally got a response from the airport. This will explain what happened, if you have any further questions you can contact me at 1-800-932-2732. Thanks for your patience.
Ms. B.
Ms. B,
In regards to the conversation that we had concerning the down grade of Mr. Srodr:
CO776 on July 30, 2009 was handled by CO gate agent Ms. X and Ms. Y. The Team Leader was Mr. Z. This flight departed from gate C-35 @ 07:23 (L:8mins fueling). History of this flight indicates that there was an equipment swap @ 06:20 on the 30th of July. The new aircraft arrived to the gate @ 06:43.
The agents were dealing with an equipment swap, seat changes and a possible delay. Ms. X had already upgraded some passengers into F class when the equipment swap occurred. Instead of just unseating the ones that she had upgraded at the gate, she unseated all passengers that had been upgraded. This meant Mr. Srodr. In the shuffle, Mr. Srodr did not get put back on the standby list for F class and was passed by. Ms. X and her supervisor Ms. G have reviewed the flight history and admit that an error was made. Ms. X has offered a sincere apology to Mr. Srodr.
I finally got a response from the airport. This will explain what happened, if you have any further questions you can contact me at 1-800-932-2732. Thanks for your patience.
Ms. B.
Ms. B,
In regards to the conversation that we had concerning the down grade of Mr. Srodr:
CO776 on July 30, 2009 was handled by CO gate agent Ms. X and Ms. Y. The Team Leader was Mr. Z. This flight departed from gate C-35 @ 07:23 (L:8mins fueling). History of this flight indicates that there was an equipment swap @ 06:20 on the 30th of July. The new aircraft arrived to the gate @ 06:43.
The agents were dealing with an equipment swap, seat changes and a possible delay. Ms. X had already upgraded some passengers into F class when the equipment swap occurred. Instead of just unseating the ones that she had upgraded at the gate, she unseated all passengers that had been upgraded. This meant Mr. Srodr. In the shuffle, Mr. Srodr did not get put back on the standby list for F class and was passed by. Ms. X and her supervisor Ms. G have reviewed the flight history and admit that an error was made. Ms. X has offered a sincere apology to Mr. Srodr.
So the explanation is that they messed up, and I at least got an apology here (which I certainly didn't get at the gate). But after all the talk about the 'downgrade policy' I was hoping for maybe a little compensation. Should I just drop it, or is it worthwhile to forward on to CO Insider?
Thanks for all the input...
Aug 11, 2009 | 11:12 am
#45
Join Date: Nov 2007
Location: WAS
Programs: enjoyed being warm spit for a few years on CO/UA but now nothing :(
Posts: 2,825
What About Baggage fees?
what happens if based on UG you therefore bring 3 bags at 70lbs but then the UG gets taken away due to aircraft change or crew? How should one negotiate this with the GA?
I would expect CO to not charge, but in some cases there are luggage embargoes where you cant even pay to bring the 3rd bag. Admittedly this should be a very rare occurrence, but since I travel to Mexico regularly it can easily be a problem (have already had to argue with GA's about baggage limits before). If a GA refuses to exercise some discretion and allow the bag(s) they must be left at the terminal.....
I would expect CO to not charge, but in some cases there are luggage embargoes where you cant even pay to bring the 3rd bag. Admittedly this should be a very rare occurrence, but since I travel to Mexico regularly it can easily be a problem (have already had to argue with GA's about baggage limits before). If a GA refuses to exercise some discretion and allow the bag(s) they must be left at the terminal.....