UA Insider Posts/Responses to System Integration Issues [READ ONLY]
Mar 3, 2012, 10:17 am
#16
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
While SILVERWING is accepted, I can't find any case where zone fares are quoted. Seems to just provide the same fares available without the SILVERWING offer code.
Is this just a transition issue or are the zone fares no longer available.
On a related note can we use the Chase Credit Card Companion Zone Fares via online booking now and if so what's the process to access those fares?
Is this just a transition issue or are the zone fares no longer available.
On a related note can we use the Chase Credit Card Companion Zone Fares via online booking now and if so what's the process to access those fares?
Shannon
Mar 3, 2012, 1:47 pm
#17
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
Hello All,
Just a quick note. The “128-bit encryption with a strong cipher” SSL issue is a known issue that we are working actively to resolve. In the meantime, please try using a web browser other than IE9, such as Firefox, Chrome and Safari.
Please refer to the Master Thread for updates.
As always, thank you for your feedback and support.
Shannon Kelly
Director, Customer Insights
United Airlines
Just a quick note. The “128-bit encryption with a strong cipher” SSL issue is a known issue that we are working actively to resolve. In the meantime, please try using a web browser other than IE9, such as Firefox, Chrome and Safari.
Please refer to the Master Thread for updates.
As always, thank you for your feedback and support.
Shannon Kelly
Director, Customer Insights
United Airlines
Mar 3, 2012, 7:40 pm
#18
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
Hi Everyone, as some of you have reported, we are seeing sporadic cases where pre-assigned seats were lost. Please be sure to confirm your seat assignments online at united.com. We do apologize for the inconvenience.
Mar 3, 2012, 8:28 pm
#19
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
Shannon,
Are you saying that lost seat assignments will NOT be restored as the bugs are worked out of the system--i.e., that the current state of assigned seats showing online is the final state? If so, I will be very cranky if my transcon exit row aisle seats are NLA.
I look forward to a definitive reply.
PS I PM'd you on this earlier today.
Are you saying that lost seat assignments will NOT be restored as the bugs are worked out of the system--i.e., that the current state of assigned seats showing online is the final state? If so, I will be very cranky if my transcon exit row aisle seats are NLA.
I look forward to a definitive reply.
PS I PM'd you on this earlier today.
We have a process that will be running to reassign seats. If your original seats are not available, it will place you in the best seats available like seat. Again, we apologize for the inconvenience.
-Carlos F.
Mar 4, 2012, 9:55 am
#20
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
Shannon
Mar 5, 2012, 8:13 am
#21
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
I'm still very concerned about the R vs. ON mess. I have a waitlisted upgrade (says ON inventory) for Friday on IAD-SAN (757 with 16 open seats). The inventory should be R - ON isn't even listed as an available fare class since it's a two cabin plane. Who wants to be I get passed over on the upgrade?
To UA Insider: PMUA issued various e-certificates. However, after 3/3 we ran into some troubles. 20% off systemwide e-certificates are rejected; Dollar off e-certificates: now only allows round trip even though the T&C permits one-ways: 10. Valid Routing: Roundtrip or One way only. Circle trips, or trips with multi-city itineraries are not permitted. You must follow a permitted routing. Could you take a look? Thanks.
Hi, I tried two certificates (one for $200 and the other for $250). Although they seem to work for roundtrip, the new United.com refuses to accept them for one way. Can it be a bug in the system? Thanks a lot! EDIT: Just saw that kb1992 reported the same problem -- sorry for double-post, but just to give one more data point.
My ORD-SFO flight tomorrow has shown as 767-300 since I booked it--and is still listed as that. But when I checked seats last night, the seat map showed as a 757-200. Then the map changed to a 767 and now it's a 757 again. Can't get through on the phone line to check. So do I believe the type of plane or the seat map? With the plane type, my 3F seat is an aisle; but with the current seat map, it's a window. I wish the website would make up its mind!
Are we really sure the CPU process is working? I now have four flights inside my windows with R>0 and no indication from the seat maps that anyone is getting upgraded. I know--this is the new normal for these systems, but after 18 hours you'd think that something would have budged on at least one of them.
You build a website that does not allow me to book flights required (i.e. star alliance + ua) and then I can't even ring in and speak to an agent. I realize these are early days - but building an IVR that validates ONLY ON ZIP CODE -- please! Worst business decision for a global airline ever. I am very patent but this is becoming maddening. All of a sudden our top notch service has degraded overnight. Hoping for a quick recovery back to the top.
Shannon
Mar 5, 2012, 4:28 pm
#22
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
Pat, I've queued this issue to UA Insider as I have this same issue on an end-of-March situation which did have an earlier refund/rebook within 24 hours of original booking. From other views of my PNR, I'm confident that it's a glitch which has not affected the current form of the reservation, but did share my PNR with UA Insider.
Shannon
Mar 5, 2012, 5:23 pm
#23
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
Or... UA is doing something more insidious, such as offering R inventory up until the window, pulling it, running their sweeps, then putting the R inventory back out there.
I personally don't think that's the issue (someone else provided this theory as speculation in another thread), but I also wouldn't put it past the new UA, deliberately or accidentally.
I personally don't think that's the issue (someone else provided this theory as speculation in another thread), but I also wouldn't put it past the new UA, deliberately or accidentally.
Shannon
Mar 6, 2012, 11:07 pm
#24
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
My PQM's (~18,000) are all gone from this year, too, though my 6 PQS are still showing properly. I had both CO and UA accounts. My SO, who just had the MP account, has her correct PQM and PQS showing, though she only had an MP account before. This makes my tracker look sad - was almost 80% to Premier Silver already by end Feb, which is record speed for me. Now, it looks more like 20%.
So logged in and saw all the PMUA PQMs gone. Freaked out, but then got caught up on todays posts here and see it is wide spread. Luckily, I've had lots of training keeping up with enormous threads on FT (thank you trick it!
) but I can't imagine what folks who aren't plugged into this thread (or even FT in general) must be thinking!
) but I can't imagine what folks who aren't plugged into this thread (or even FT in general) must be thinking!Shannon
Mar 7, 2012, 9:04 pm
#25
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
Mar 9, 2012, 9:25 pm
#26
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
I have a trans atlantic flight on Sunday night. The res shows departure at 10:40pm and 4:50am arrival. The flight status shows everything an hour later (note: that’s the scheduled time. It's not a delay). Should that be the case, I won't make my connecting flight Monday morning. Guess it's another call to support.
I received an email telling me that my RPU-waitlisted upgrade had cleared for my upcoming p.s. flight. (The email had the confusing Subject line: United Airlines Waitlist Notification for Confirmation.) All good except the departure time shown on the upgrade email is an hour later than the actual scheduled departure time. Perhaps another daylight savings time issue.
Hi demkr, now that we’re on a single system this is on deck as something that we’ll work to add.
An e-mail I sent to 1Kvoice Dear Sir. I keep trying to apply a GPU(SWU) to my EWR-HNL flight on 5/27. PNR [redacted]. Now the elite line and the electronic support desk keep telling me that there is a fare class requirement on that flight. Except according to the website, http://pss.united.com/web/en-US/cont...e/default.aspx, and see attached screen shot there is no fare class requirement listed. What can be done to get this fixed?
Silly me for actually flying. 
If I had known what a mess it would cause for me to give them $$$ I would have passed on the trip entirely. Thanks for the link, but despite what they say that: "Eliminated error messages stating that a reservation needs to be reissued". It is patently untrue in my case. My reservation in June still shows: ! A modification has been made to your itinerary. Please contact United Reservations to have your ticket reissued. This reservation was ticketed and confirmed on Sat., Feb. 25, 2012 at 10:51 a.m. Central Time.
If I had known what a mess it would cause for me to give them $$$ I would have passed on the trip entirely. Thanks for the link, but despite what they say that: "Eliminated error messages stating that a reservation needs to be reissued". It is patently untrue in my case. My reservation in June still shows: ! A modification has been made to your itinerary. Please contact United Reservations to have your ticket reissued. This reservation was ticketed and confirmed on Sat., Feb. 25, 2012 at 10:51 a.m. Central Time.UA Insider, Here's something I noticed while searching for flights to Europe. If I check "Lowest Available Fare" under advanced search, the lowest fare displayed is higher than if I search by a specific fare class, for example S. I don't know if this was also the case with continental.com or if it's the result of the integration. I thought I'd just point it out.
Shannon, Things are starting to look up, thanks to you and the UA team. Back to 1K from Platinum today as PMUA EQMs migrated over. But my PQMs were deposited from a flight I took on 3/5, then a deduction (2758) taking them away immediately. Has anyone else reported that? I won't worry about it if it's a known issue.
Will past reservations be updated as well? I'm asking because not all the six flights I took between 3/1-3 have been credited and the problem might be the wrong class. When I tried the online request with the eticket number yesterday, it said that the miles are already credited. . . .
I pulled up the receipt from past itinerary and found that the last three flights are listed as ON class. So I'm guessing that this is the reason why they haven't posted. The third flight is correctly listed as R class, so I'm not sure why this hasn't posted yet.
I pulled up the receipt from past itinerary and found that the last three flights are listed as ON class. So I'm guessing that this is the reason why they haven't posted. The third flight is correctly listed as R class, so I'm not sure why this hasn't posted yet.
Shannon
Mar 9, 2012, 9:42 pm
#27
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
UAInsider: Simple question: There are dozens of reports of 1K's NOT being on the upgrade list on the day of departure. What is going on there? It is extremely frustrating that 100K mile flyers cannot just get an answer (even if it is "its broke") to such a fundamental part of the program. I know you are buried with issues but If I were to stack rank the ones causing the most ill-will and stress this would be #1. Can your team address this issue? If you came back and say "Sorry, 1K's and GS's are now not eligible for gate upgrades but everyone else is" that's fine...I can deal with facts but the "theories" we are seeing and lack of a direct statement is making this much more stressful than it needs to be.
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
Mar 12, 2012, 6:55 pm
#28
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
UA Resolution to Mileage Distance Discrepancies post 3/3
Hi Everyone, thanks for your patience while we evaluated this topic further. I can assure you that this was an innocent change and no harm or financial gain was intended. Because mileage calculations are used throughout the company for a variety of purposes, we’ve taken the past week to look at the downline implications.
After evaluating all the considerations surrounding this change, we have decided to revert to the mileage calculation methodology that United used prior to our system conversion. We will restart the flight crediting process tomorrow. The process will capture flights flown since March 6, so it may take a few days for all your flights to appear. Within a few weeks, we will also re-process flights that were credited to accounts March 1-5 (including retroactive credit).
Shannon
[moderator edit] This was taken from http://www.flyertalk.com/forum/unite...solved-ua.html
After evaluating all the considerations surrounding this change, we have decided to revert to the mileage calculation methodology that United used prior to our system conversion. We will restart the flight crediting process tomorrow. The process will capture flights flown since March 6, so it may take a few days for all your flights to appear. Within a few weeks, we will also re-process flights that were credited to accounts March 1-5 (including retroactive credit).
Shannon
[moderator edit] This was taken from http://www.flyertalk.com/forum/unite...solved-ua.html
Last edited by J.Edward; Mar 13, 2012 at 4:05 pm
Mar 15, 2012, 7:39 pm
#29
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
Sitting at SFO right now after spending 45 minutes checking in with kind-hearted but exhausted UA INTL agents.
They made phone calls to higher ups, they called for a supervisor, they called HQ. Bottom line: upgradable fares using SWU that do not clear 24 hours before departure ARE NOT moved to the gate upgrade standby list at check-in. If you don't clear before check-in opens, you WILL NOT be given the opportunity to clear later.
The ONLY waitlisted passengers that are being moved to the gate upgrade waitlist are MILES + MONEY.
In addition, if the check-in counter puts you on the waitlist, they will REMOVE you.
Despite the fact that we are told we will be moved to the waitlist, it is deliberately not happening. In my case, I received an email and confirmed by telephone that all I had to do was check in and I would get on the standby list to get my shot.
They KNOW we are being told otherwise. But the reality is not what has been advertised and put into writing.
UA Insider, we need answers on this.
In my case, I paid for an upgradable W fare and they took my SWU from my account in DECEMBER.
This is a dealbreaker for me.
They made phone calls to higher ups, they called for a supervisor, they called HQ. Bottom line: upgradable fares using SWU that do not clear 24 hours before departure ARE NOT moved to the gate upgrade standby list at check-in. If you don't clear before check-in opens, you WILL NOT be given the opportunity to clear later.
The ONLY waitlisted passengers that are being moved to the gate upgrade waitlist are MILES + MONEY.
In addition, if the check-in counter puts you on the waitlist, they will REMOVE you.
Despite the fact that we are told we will be moved to the waitlist, it is deliberately not happening. In my case, I received an email and confirmed by telephone that all I had to do was check in and I would get on the standby list to get my shot.
They KNOW we are being told otherwise. But the reality is not what has been advertised and put into writing.
UA Insider, we need answers on this.
In my case, I paid for an upgradable W fare and they took my SWU from my account in DECEMBER.
This is a dealbreaker for me.
To offer a bit of background, I think where the confusion has come into play is that, previously United customers could request to upgrade using a systemwide or regional upgrade on the spot, at the airport. Now, if space is not available, these requests must be made at least 24 hours in advance either online or over the phone. I'm afraid some took this to mean that being put on the upgrade standby list at the airport was no longer possible. This is an incorrect interpretation. So long as you’ve redeemed the mileage, RPU or GPU in advance, then you should be on the standby list. We're working to get this message re-communicated.
Shannon
Mar 15, 2012, 8:18 pm
#30
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
Shannon, Thanks - that's good to hear. But could you possibly clarify why the new United has chosen to go to a more restrictive policy from the previous ability to apply upgrade requests on the spot and whether work is in process to go back to the more customer-friendly approach? Thanks
Hi halls120 and pagotto, your both right. Previously, on the United side, there was a good process for this. All in all it’s much more a systems constraint than it is a business decision. The short answer is, we simply don’t have the right tools and process in place to support this at the moment. That’s not to say that we don’t want to get there though.
Shannon