March 3rd, 2012 System Integration Master Thread (PSS)
Mar 10, 2012 | 5:08 am
#1681
FlyerTalk Evangelist
Join Date: Jun 2006
Location: LAX/BOS/HKG/AMS/SFO...hmm, I need a life.
Programs: United1K, AA ExPlAAt, DL MM/Gold, Hilton Diamond, Avis First
Posts: 13,316
Hi avidflyer, we’re continuing to look into the examples being reported where complimentary upgrades are not always being processed. We’ve made progress here, but, there are still some cases we’re working to identify and resolve.
One use case we’re running across lately is that, by design, the system that clears complimentary upgrades stops when it tries to clear the next customer in line, and for one reason or another, cannot complete the upgrade. This most often happens, when the reservation in question needs to be reissued. Normally, this is a rare occurrence. But, as has been noted in the master thread, one side effect of the migration is that we have many more reservations than normal out there with the “A modification has been made …” message.
If you’re in a window where seats are available and upgrades should be clearing, please continue to PM us your examples. With these details, we’ll try to get anything unstuck that may be preventing the system from running as well as identify any other trends that we need to fix.
Shannon
One use case we’re running across lately is that, by design, the system that clears complimentary upgrades stops when it tries to clear the next customer in line, and for one reason or another, cannot complete the upgrade. This most often happens, when the reservation in question needs to be reissued. Normally, this is a rare occurrence. But, as has been noted in the master thread, one side effect of the migration is that we have many more reservations than normal out there with the “A modification has been made …” message.
If you’re in a window where seats are available and upgrades should be clearing, please continue to PM us your examples. With these details, we’ll try to get anything unstuck that may be preventing the system from running as well as identify any other trends that we need to fix.
Shannon
Wanted to add that I called the 1K line today for the first time after the integration and they answered almost immediately. Based on the wait times that were reported earlier it seems that is fixed. They were excellent as usual.
Last edited by iluv2fly; Mar 10, 2012 at 9:38 am Reason: merge
Mar 10, 2012 | 6:03 am
#1682
Join Date: Oct 2002
Location: Port St Lucie, FL, UA1K since 1994 and 3mm, Delta 1mm
Programs: Marriott Titanium Life, Hilton Gold
Posts: 567
Problem Requesting Missing Miles
I tried to claim missing mileage credit for one of my 3/3 segments. The scanner were not working so I doubt I was in the system at the beginning of my trip. The second segment posted on 3/5. When I enter the e-ticket -- get error message --number is invalid, please enter a valid e-ticket.
Any body have this issue.
When checking in using my new UA number at Austrian in Amsterdam -- it said I am not gold. If I used the old UA MP number -- BINGO *G printed on the boarding pass.
No issue using the *G Servair lounge at AMS with an expired card.
Any body have this issue.
When checking in using my new UA number at Austrian in Amsterdam -- it said I am not gold. If I used the old UA MP number -- BINGO *G printed on the boarding pass.
No issue using the *G Servair lounge at AMS with an expired card.
Mar 10, 2012 | 6:08 am
#1683
Join Date: Aug 2002
Location: Pittsburgh, PA
Programs: UA 1K (1MM), AA P, Marriott PP (LT PP), SPG P (LT P), HH G, and Hertz PC
Posts: 129
No, you are not the only one. I have had only 1 of 2 segments from 3/3 post. My 3/5 segment (or anything after still have not posted).
Mar 10, 2012 | 6:11 am
#1684
Join Date: Jul 2001
Programs: Hilton Lifetime Diamond
Posts: 1,266
I know it is bad form to bump your own post so soon, but this just does not seem right to me. Perhaps the "flight status" link is not programmed for Daylight Savings Time change yet?
I still think the flight will leave 7:48AM on Sunday. Can't get through to agent to confirm.
I still think the flight will leave 7:48AM on Sunday. Can't get through to agent to confirm.
Mar 10, 2012 | 6:45 am
#1685
Join Date: Nov 2011
Posts: 133
I miss my miles for two segments EWR-FRA-KBP on LH on 19-20.02.2012. All route consisted of 6 segments - KBP-MUC-JFK - EWR-SJU-EWR-FRA-KBP. For the first 4 segments of mile have been added in full, no less than for stops in hotels on the this travel.
[email protected] not responded to me second week.
[email protected] not responded to me second week.
Mar 10, 2012 | 6:54 am
#1686
Join Date: Dec 2011
Location: Zurich
Programs: UA 1k, BA silver, HH D
Posts: 220
I can say with absolute certainty that there is no way every single UA activity/glitch/cock-up will be rectified perfectly so that the world is as it would have been if this integration had actually been completed successfully. It is going to take weeks for them to work through idiosyncratic scenarios and at a point some of us just won't pursue the appropriate outcome any farther. I'm writing off my 2 global upgrades and 6 regional upgrades that have been double deducted. There is no way in hell I'm booking a work-related TPAC or TATL for April/May on this airline anyhow when they can't even correctly credit my flight from last Wednesday or keep me in my assigned seat for more than six hours. Those are paid C, as are my TCON flights. I'll be at the front of the bus regardless of status on any airline. UA had that business from me because, frankly, I liked them more than anyone else.
These types of mergers of equals have large friction costs within both customer bases. You can count at least my next two months of business as a fraction of those costs from the UA side. Given how well DL has been taking care of me as a Plat it's likely to be much more time than that as this will tip the scales as to which airline I put more BIS in on this year. I may fall to 75K on UA for the first time since I graduated college.
This is why companies that aren't desperate don't enter into these transactions.
Not a single balance within my MP account is correct. Not a single existing itinerary is lacking at least one issue. My patience is not limitness, nor should it be.
These types of mergers of equals have large friction costs within both customer bases. You can count at least my next two months of business as a fraction of those costs from the UA side. Given how well DL has been taking care of me as a Plat it's likely to be much more time than that as this will tip the scales as to which airline I put more BIS in on this year. I may fall to 75K on UA for the first time since I graduated college.
This is why companies that aren't desperate don't enter into these transactions.
Not a single balance within my MP account is correct. Not a single existing itinerary is lacking at least one issue. My patience is not limitness, nor should it be.
Mar 10, 2012 | 7:16 am
#1687
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K2MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,318
2 questions/requests for UA Insider
1. I manage accounts for 5 total family members, and I'm staring at ~15 identical subject line ticket confirmation e-mails ("Travel Itinerary sent from United Airlines, Inc.). Can we please make the request to add in a first date of travel in order to make them more easily distinguishable at a glance? I recognize this is likely a programming change of some sort. FYI PMUA was able to incorporate this - just add in "for mm/dd/yyyy" in between "Itinerary" and "sent", or at the end of the subject line.
2. It doesn't seem like when award flights/upgrade instruments are cancelled that the miles and/or instruments will immediately go back into our accounts. Is there a standard length of time we should expect? I've heard "72 hours", "5 days", and "have to call it in" in the past week.
Thanks.
2. It doesn't seem like when award flights/upgrade instruments are cancelled that the miles and/or instruments will immediately go back into our accounts. Is there a standard length of time we should expect? I've heard "72 hours", "5 days", and "have to call it in" in the past week.
Thanks.
Mar 10, 2012 | 7:28 am
#1688
Join Date: Jan 2009
Location: 30 minutes south of EWR
Programs: UA 1k MM;*A Lifetime Gold; Marriott Lifetime Platinum; HiltonHonors Gold. Hyatt Globalist
Posts: 7,817
Mar 10, 2012 | 7:32 am
#1689
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United Global Services and 1MM, Marriott Titanium, Hyatt Globalist
Posts: 10,309
1. I manage accounts for 5 total family members, and I'm staring at ~15 identical subject line ticket confirmation e-mails ("Travel Itinerary sent from United Airlines, Inc.). Can we please make the request to add in a first date of travel in order to make them more easily distinguishable at a glance? I recognize this is likely a programming change of some sort. FYI PMUA was able to incorporate this - just add in "for mm/dd/yyyy" in between "Itinerary" and "sent", or at the end of the subject line.
2. It doesn't seem like when award flights/upgrade instruments are cancelled that the miles and/or instruments will immediately go back into our accounts. Is there a standard length of time we should expect? I've heard "72 hours", "5 days", and "have to call it in" in the past week.
2. It doesn't seem like when award flights/upgrade instruments are cancelled that the miles and/or instruments will immediately go back into our accounts. Is there a standard length of time we should expect? I've heard "72 hours", "5 days", and "have to call it in" in the past week.
To UA Insider
I manage travel of 30+ GS/1K/Gold/Silver/GM colleagues/relatives.
These identical subject line ticket confirmation e-mails ("Travel Itinerary sent from United Airlines, Inc.) are very annoying. I have received a arge amount.
Can UA add in "for mm/dd/yyyy" in between "Itinerary" and "sent", or at the end of the subject line?
We like to give UA money, but please make it easier for me.
PMUA usually instantly refunds upgrade instrument if it didn't clear or if the ticket is canceled.
It's really annoying and frustrating that PMCO sometimes didn't do it. Now we have the CO system. It shouldn't take days to keep track when the upgrade instruments are redeposited.
In addition, PMUA upgrade summary showed which SWU/CR1 was reserved for which pax, on what date, which flight, and when it's reserved.
New UA site has NONE of these. It is very, very hard to keep track of them.
Mar 10, 2012 | 7:53 am
#1690
Join Date: May 2001
Location: Portland, OR, USA
Programs: UA 1K 3 Million/ex-many year GS, AA PLT/2 Mil, AS MVPG, HH Dia, Starwood Life Plat, Hertz PC
Posts: 1,401
A vaguely related suggestion: on the website in the list of reservations if there is an error message in the details of the reservation (like the famous ticket needs reissuing one) could you flag that on the summary page. As it is, you seem to need to click into each separate reservation to see any issues with it. At the top level they all just say ticketed and confirmed or whatever that wording is.
Mar 10, 2012 | 8:01 am
#1691
Join Date: Oct 2005
Location: Here Today, There Tomorrow
Programs: 3,510,000 MM, DL DM, Hyatt Globalist, AA Exec Plat, UA Silver, HH Lifetime Diamond, Marriott TE
Posts: 1,346
Flight this coming Wednesday, 3/14 and now inside 96 hours for comp upgrade (1K). No upgrade
Mar 10, 2012 | 8:07 am
#1693
Join Date: Sep 2005
Location: New York, NY
Programs: United Platinum, Hilton Gold
Posts: 281
I had the disappearing PMUA EQM issue in my account earlier in the week.
The EQM showed up on Monday, then they were completely gone on Tuesday. Finally late last night, they fortunately reappeared
The EQM showed up on Monday, then they were completely gone on Tuesday. Finally late last night, they fortunately reappeared
Mar 10, 2012 | 8:40 am
#1694
Join Date: Oct 2005
Location: Here Today, There Tomorrow
Programs: 3,510,000 MM, DL DM, Hyatt Globalist, AA Exec Plat, UA Silver, HH Lifetime Diamond, Marriott TE
Posts: 1,346
Mar 10, 2012 | 8:41 am
#1695
Moderator, Omni, Omni/PR, Omni/Games, FlyerTalk Posting Legend
Join Date: Oct 2004
Location: Between DCA and IAD
Programs: UA 1K MM; Hilton Diamond
Posts: 72,706
Well, guess another call is in order...