United/Continental post-Mar 3 merger: upgrades and co-pays
Feb 25, 2012, 7:38 am
#31
Join Date: Sep 2009
Programs: UA GS>1K>Nothing; DL DM 2MM; AS 75K>Nothing>MVP
Posts: 9,341
I book in close and am happy to have less competition for the upgrades so the new policy is good for me, but I'm surprised UA doing this since it's seems likely to piss a lot of people off.
Feb 25, 2012, 8:44 am
#32
Join Date: Apr 2002
Posts: 1,373
Wirelessly posted (Mozilla/5.0 (BlackBerry; U; BlackBerry 9700; en-US) AppleWebKit/534.8+ (KHTML, like Gecko) Version/6.0.0.706 Mobile Safari/534.8+)
BTW -- the change fee out of "new money" is distinct from the copay policy and I don't think there is any official word it either way.
At the PDX Do, Shannon said she didn't know yet which way it would be going, but said it was under active consideration, mentioned something about how asking for extra money when a residual is available on the changed ticket is a difficult conversation to have with a customer.
BTW -- the change fee out of "new money" is distinct from the copay policy and I don't think there is any official word it either way.
At the PDX Do, Shannon said she didn't know yet which way it would be going, but said it was under active consideration, mentioned something about how asking for extra money when a residual is available on the changed ticket is a difficult conversation to have with a customer.
Last edited by 21A; Feb 25, 2012 at 8:48 am
Feb 25, 2012, 10:36 am
#33
A FlyerTalk Posting Legend
Join Date: Jun 2005
Posts: 57,617
Well, as long as the new airline adopts a practice or procedure that results in one customer group losing a benefit they used to enjoy, why should you be surprised? Moreover, why shouldn't we complain when United demands an up-front payment for something we may not even get?
Feb 25, 2012, 10:53 am
#34
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Benicia, California, USA
Programs: AA PLT,AS,UA PP,J6,FB,EY,LH,SQ,HH Dmd,Hyatt Glbl,Marriott Plat,IHG Plat,Accor Gold
Posts: 10,820
Well, as long as the new airline adopts a practice or procedure that results in one customer group losing a benefit they used to enjoy, why should you be surprised? Moreover, why shouldn't we complain when United demands an up-front payment for something we may not even get?
While I agree with UAPE that lots of complaints here and in other threads translate into unproductively blaming PMCO or PMUA, the bottom line is that we're seeing more policies and practices deteriorating than improving in the wake of the merger.
In early Sept I booked a EWR-HKG flight on CO for travel the first week of November and requested a upgrade. They deducted the 60K miles immediately, and the $1200 co-pay posted as a charge on my credit card on Sept 7th.
Neither of the upgrages cleared.
My miles and co-pay had not been redeposited/credited post flight. So after a week I sent an email requesting a refund.
No response. So after a second week, I sent a second email.
Below is the response I received on Dec 19th.
--------------
Dear Mr. XXXXX:
Thank you for contacting United/Continental Airlines.
Please accept my apologies for the refund/redeposit delay. Your refund
request has been forwarded to our Customer Refund Services department
for processing. Please allow 7 to 10 business days for processing and 1
to 2 billing cycles for credit to your statement. Your OnePass Miles
have been deposited into your account.
We truly appreciate your business and look forward to seeing you on a
future United/Continental Airlines flight.
Regards,
L. Franklin
Customer Care Manager
---------------
My $1200 co-pay was finally credited to my credit card on Jan 9th 2012.
So CO had use of my money for just over FOUR MONTHS!
Neither of the upgrages cleared.
My miles and co-pay had not been redeposited/credited post flight. So after a week I sent an email requesting a refund.
No response. So after a second week, I sent a second email.
Below is the response I received on Dec 19th.
--------------
Dear Mr. XXXXX:
Thank you for contacting United/Continental Airlines.
Please accept my apologies for the refund/redeposit delay. Your refund
request has been forwarded to our Customer Refund Services department
for processing. Please allow 7 to 10 business days for processing and 1
to 2 billing cycles for credit to your statement. Your OnePass Miles
have been deposited into your account.
We truly appreciate your business and look forward to seeing you on a
future United/Continental Airlines flight.
Regards,
L. Franklin
Customer Care Manager
---------------
My $1200 co-pay was finally credited to my credit card on Jan 9th 2012.
So CO had use of my money for just over FOUR MONTHS!
Feb 25, 2012, 12:06 pm
#35
Join Date: Oct 2009
Location: Chicago, IL
Programs: UA 1K MM, HHonors Diamond,PC, Marriott Rewards Gold
Posts: 1,118
[QUOTE=21A;18079520]Wirelessly posted (Mozilla/5.0 (BlackBerry; U; BlackBerry 9700; en-US) AppleWebKit/534.8+ (KHTML, like Gecko) Version/6.0.0.706 Mobile Safari/534.8+)
BTW -- the change fee out of "new money" is distinct from the copay policy and I don't think there is any official word it either way.
At the PDX Do, Shannon said she didn't know yet which way it would be going, but said it was under active consideration, mentioned something about how asking for extra money when a residual is available on the changed ticket is a difficult conversation to have with a customer.[/
If it is a difficult conversation that should be evidence of unfairness.
BTW -- the change fee out of "new money" is distinct from the copay policy and I don't think there is any official word it either way.
At the PDX Do, Shannon said she didn't know yet which way it would be going, but said it was under active consideration, mentioned something about how asking for extra money when a residual is available on the changed ticket is a difficult conversation to have with a customer.[/
If it is a difficult conversation that should be evidence of unfairness.
Feb 25, 2012, 5:30 pm
#36
Join Date: May 2011
Location: Illinois.
Programs: Switched from UA 1K to AA so I could earn EQD's on partners. Mid-tier on most major hotel programs.
Posts: 542
I wouldn't really care too much about paying the money upfront if I knew UA would promptly and reliably refund the money if the upgrade didn't occur (and if it would help upgrade chances, I wouldn't view it as a negative at all). I'd also like to be sure that I could receive the upgrade refund if I changed or cancelled flights. Unfortunately, I don't have confidence in a reliable, prompt refund.
Feb 25, 2012, 7:09 pm
#37
Join Date: Feb 2011
Location: SCE, GRU
Programs: UA MP Premier Gold (Life), Hyatt Explorer, Various other hotel FS pgms
Posts: 195
How about this wrinkle?
I wonder if someone has thought of this very possible scenario: I pay for the upgrade co-pay months in advance of my flight. It's charged to my Mileage Plus credit card. Because this is a United transaction, not only do I get miles for this, but bonus miles for a UA purchase. The upgrade fails. They will eventually refund to the form of payment, then take away the miles that have been in my account for months -- and maybe even spent or committed to getting another upgrade!
Feb 25, 2012, 7:29 pm
#38
Join Date: Aug 2008
Location: DEN
Programs: Recovering after 7 years of UA 1K, Still UA Silver (Which means nothing), Marriott Lifetime Plat Pre
Posts: 1,950
This reminds me of a buy-up I did a few months back where my first segment (ER4) was canceled, and I was re-routed the entire trip on CRJ-200s, and never got to fly in C. I paid cash to buy up to C for that second segment, and after several requests they refused to refund me, as I still flew and got to my destination, and I kept getting told that upgrades are non-refundable.
I finally had to dispute the charge, and United even countered it the first time, but after my letter back to the creit card company they sided with me.
I never experienced something like this pre-merger, and was quite shocked that they would not refund an upgrade fee when they canceled my flight.
I finally had to dispute the charge, and United even countered it the first time, but after my letter back to the creit card company they sided with me.
I never experienced something like this pre-merger, and was quite shocked that they would not refund an upgrade fee when they canceled my flight.
Feb 25, 2012, 10:26 pm
#39
Join Date: Oct 2007
Location: USA
Programs: UA (1K, 2MM), AA, Avis, National
Posts: 867
This is very disturbing. If one requests an upgrade way in advance, the 60 day window to dispute a CC charge passes, and the upgrade does not clear, one cannot dispute the charge. If UA does not refund the co-pay, there is no easy way to get the many back.
Feb 25, 2012, 10:56 pm
#40
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Posts: 27,239
Small claims court?
Feb 26, 2012, 12:04 am
#41
Join Date: Dec 2002
Programs: UA 1K
Posts: 160
Feb 26, 2012, 5:48 am
#42
Join Date: May 2003
Location: LAX
Programs: DL-Plat, UA-Plat 2MM, AA-PlatPro, B6-Mosaic 3, AY-Plat, HY-Globalist, MR-LT Plat, HH-Gold
Posts: 1,236
Technically, upgrade fees are refundable when they don't clear or in the case where someone is rerouted and unable to confirm the upgrade again. Whether it ends up happening or requires follow-up is another question (and troubling indeed).
The second case is more problematic - the pax has paid up to a higher coach fare that is eligible for an instant upgrade (Y//B/M). At that point, even if the upgrade is instantly available, you have still purchased a coach fare and by the existing rules are not entitled to a refund if you are downgraded. It's the same thing as having to buy a W+ fare for an int'l upgrade with a SWU for just the CHANCE that you may get upgraded - if you don't, you've paid that extra money for a coach seat in vain.
I find both of these policies highly objectionable, but just wanted to point out the difference in the two and the fact that they both represent standard UA policy.
Feb 26, 2012, 9:32 am
#43
Join Date: Oct 2009
Location: Chicago, IL
Programs: UA 1K MM, HHonors Diamond,PC, Marriott Rewards Gold
Posts: 1,118
Absolutely delightful while it lasts. I never liked people jumping ahead of my SWU on International flights with UFC. This is a change I am going to like since I never use UFC.
Feb 26, 2012, 9:58 am
#44
Join Date: Aug 2008
Location: DEN
Programs: Recovering after 7 years of UA 1K, Still UA Silver (Which means nothing), Marriott Lifetime Plat Pre
Posts: 1,950
UFC puts you immediately into F or C, so UFC won't be going away, and will still jump ahead of you. This just means miles+co-pay pay upfront. So a GM or anyone on miles+co-pay is on the waitlist with you and your SWU.
Feb 26, 2012, 2:10 pm
#45
Join Date: Jan 2008
Location: EAU
Programs: UA 1K, CO Plat, NW Plat, Marriott Premiere Plat, SPG Plat, Priority Gold, Hilton Gold
Posts: 4,712
If your CC company doesn't suck, there's really no limit to how far back you can go - I've charged back charges a year old before (in that case after documenting an ongoing attempt to get the charge refunded by the merchant and getting the run-around.)