Shannon,

As director of customer insights - please ensure the "insight" around how important 1K voice is to us is communicated up the chain. 1K voice has always been quick to reply and has almost always fixed my problems over the years. It was like a trusty assistant, just forward your concern and a day later they are solved.

This provided a great benefit to both your customers and to UA - it allowed us to get our issues addressed without holding up your 1K desk phone agents - and it allowed UA to spread out the work over a 24 hr period.

Please tell me this has not gone away! I want to think that everyone at the new UA is truly pro customer - but I can't being to explain the level of frustration we are now starting to experience. It is almost an anger...an anger that comes to light because we actually care about your company, the brand, and the ultimate success.

We are all willing to take one for the team and go along with solutions that may provide better long term upside to United. For the life of us though we can't figure out how alienating your two top tiers of customers is going to achieve this end? As I mentioned earlier, UA rarely wins on product. It does win with the strong relationships we have been able to build on the ground and up in the air. I fly UA out of a great sense of loyalty, because I like seeing familiar faces like Dawn Marie and Annie, and because they always took extra care with 1K/GS to ensure we got where we needed to go in comfort.

If these elements start to erode, why would I not just purchase a more advanced product with highly consistent service delivery from an airline that answers everyone's calls quickly? Virgin Australia has done a tremendous job of attracting Aussie top flyers, and literally the UA team is the ONLY reason I stay loyal. As Annie puts it - "if you don't fly UA, you don't get me." That being said, I can fly Virgin and still see Annie in the NZ lounge .... so maybe that is where my spend will head next.

Finally, I think a huge thank you is in order for the entire FT community. We have provided United with invaluable insight into their business transition and have been one of the best test centers UA could have ever asked for. All we ask in return is for a clear outline of what is broken, what is being fixed, and what is working as designed...even if it is a change we DON'T like!

Oh...and please ask Jeff to respond to emails (even if it is a support team). It is not a good look when a 1K emails the CEO and you get nothing in return...I must say I always get responses across the board and Jeff use to be great at responding a few months back...not sure what has happened.

If you see the waitlisted segments, then you are waitlisted for the flight. If you are waitlisted for Y-C or Y-F (Domestic), R or RN should be your waitlisted class of service. If you are waitlisted for C-F on 3 Cabin Int, ON should be your waitlisted class of serviced.

This would give many of us a great comfort

It would also show us all that our issues

are being addressed & dealt with accordingly

Thank you. How about Y-C on SFO to HKG using GPU?

Should be R/RN. If not, I would call in to get it fixed. RN is supposedly the elite bucket for Y>C Upgrades and could have more availability than R.

So is it a bug if a 1K is waitlisted (for a domestic 2-class) in R, not RN?

In theory, I think it is a bug as RN may have more inventory than R. Although, I haven't seen definitive evidence yet that RN is always greater than or equal to R. From my experience, it has so far been all across the board. Sometime equal, sometime less, sometimes greater.

Not a bug, almost all of mine are R. I have yet to see RN>R for any flights. I think we're fine for awhile.

So, without going back over the past 2000 posts, does anyone have a link to how on earth on the new site to upgrade oneself with miles?

I've looked under reservations, looked under upgrades, searched for upgrades, how to upgrade, etc. I've been on hold with 0P line now for 30 minutes, figuring they could just do it - but don't have all day to wait on hold!

Yes, but is it possible that if any are waitlisted in RN, they would 'automatically' clear before those in R? I've yet to see any of mine in RN.

It's tough watching all those seats disappear 1-by-1.

IF we ever see a case where R=0 and RN>0, then I'll worry. But my waitlisted R segments are the least of my worries with this hot mess of a new airline.

I want to know the same thing. I tried clicking on the Change Seat button then clicking on the United First tab, choosing a seat in First Class, but then I get sent back to my reservations page. No option to upgrade with miles or even buy-up to First.

I just had a GPU clear on one segment of a two segment itinerary. The "short section" i.e. CLT-ORD has cleard, but the section I really want to clear ORD-HNL, is still waitlisted.


I don't want to waste a GPU on the short section. If the ORD-HNL doesn't clear within a few days of the flight, can I redeposit the GPU and take my chances on a CPU on the short segment?

Click on your reservation and select Redeem Upgrades. You should see tabs for buy-ups and redeem awards. Choose Redeem awards and you should see the button for miles upgrades (as well as instrument upgrades if you have those).

However, the redeem award or upgrade reservation link does not exist in 4 of my reservations.

Have to call and face possibly long hold.