What!!! Complimentary Upgrades only clear for YBM fares within the window?
Mar 12, 2012, 12:10 pm
#1
Original Poster
Join Date: Dec 2009
Location: BOS (South End)
Programs: UA 1K, AA EXP, TrueBlue, IHG Plat Amb, SPG Gold, Marriott Gold, Accor Platinum, National Exec Elite
Posts: 907
What!!! Complimentary Upgrades only clear for YBM fares within the window?
After 30 min on the phone with a PMUA agent regarding the mess of complimentary upgrades and why we are not clearing within the window especially when R>0 and not on the upgrades list he put me on hold then said only YBM fares will clear within the 120, 96, 72...window and everyone else is at the gate. He was dumbfounded as well and apparently said this was a totally new policy for him to comprehend.
I don't believe this...I understand that higher fares take priority in clearing and rev management is holding back seats and now offering buy ups till the last minute to board, but only potentially clearing at the gate now doesn't make sense.
I don't believe this...I understand that higher fares take priority in clearing and rev management is holding back seats and now offering buy ups till the last minute to board, but only potentially clearing at the gate now doesn't make sense.
Mar 12, 2012, 12:14 pm
#3
Join Date: Oct 2009
Location: MSN
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Posts: 210
Mar 12, 2012, 12:17 pm
#4
Join Date: Jul 2004
Location: HNL
Programs: United Gold
Posts: 1,581
Why are PMUA agents (or any agents at this point) unaware of the correct policy? The CPU policy is on their website, can't they just read it? It really concerns me that UA employees don't know their own rules.
Mar 12, 2012, 12:18 pm
#5
Join Date: Dec 2007
Location: Las Vegas
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Perhaps because the folks at CO didn't give them Adequate training considering they weren't even taught how to manually add to the upgrade list
Perhaps because the folks at CO didn't give them Adequate training considering they weren't even taught how to manually add to the upgrade list
Mar 12, 2012, 12:23 pm
#6
Original Poster
Join Date: Dec 2009
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I didn't think it was legit either but goes to show that the "new" UA is a total disaster, and is the wild wild west with policy implementation, upgrades, etc. I don't fault the agent as he was clearly misinformed but certainly doesn't sit well.
Mar 12, 2012, 12:27 pm
#7
Join Date: Dec 2007
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The upgrade policy is so confusing and complicated and nearly 90% based on SINGLE FLIGHT revenue vs loyalty. Other airlines prefer keeping it simple. 1K is slowly becoming a joke
The upgrade policy is so confusing and complicated and nearly 90% based on SINGLE FLIGHT revenue vs loyalty. Other airlines prefer keeping it simple. 1K is slowly becoming a joke
Mar 12, 2012, 12:28 pm
#8
Suspended
Join Date: Aug 2010
Location: DCA
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After 30 min on the phone with a PMUA agent regarding the mess of complimentary upgrades and why we are not clearing within the window especially when R>0 and not on the upgrades list he put me on hold then said only YBM fares will clear within the 120, 96, 72...window and everyone else is at the gate. He was dumbfounded as well and apparently said this was a totally new policy for him to comprehend.
I don't believe this...I understand that higher fares take priority in clearing and rev management is holding back seats and now offering buy ups till the last minute to board, but only potentially clearing at the gate now doesn't make sense.
I don't believe this...I understand that higher fares take priority in clearing and rev management is holding back seats and now offering buy ups till the last minute to board, but only potentially clearing at the gate now doesn't make sense.
Mar 12, 2012, 12:53 pm
#10
FlyerTalk Evangelist
Join Date: Oct 2003
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The upgrade policy is so confusing and complicated and nearly 90% based on SINGLE FLIGHT revenue vs loyalty. Other airlines prefer keeping it simple. 1K is slowly becoming a joke
The upgrade policy is so confusing and complicated and nearly 90% based on SINGLE FLIGHT revenue vs loyalty. Other airlines prefer keeping it simple. 1K is slowly becoming a joke
Status has and continues to trump the upgrade system. Yes, single flight revenue does play a role on that particular flight but it doesn't come even close to 90% that you claim. Y/B fares at the top - oh but status plays into that as well. Then M fares for 1K and then all other fares (of which there are *eleven* other coach fare codes that qualify for CPU).
-RM
Mar 12, 2012, 12:59 pm
#11
Join Date: Aug 2009
Location: Honolulu, HI
Programs: UA 1K 1MM, AA Exec Plat
Posts: 1,240
I just had an issue this weekend. I was told by a UA IAD agent that: "the new united decided to eliminate System Wide Upgrades or upgrades with other instruments. So, I could not use any for my flight."
I unfortunately had to educate the lady, that she was incorrect, only the name was changed to GPU and showed her the website.
I unfortunately had to educate the lady, that she was incorrect, only the name was changed to GPU and showed her the website.
Mar 12, 2012, 1:01 pm
#12
Join Date: May 2009
Location: PHL
Posts: 2,842
Please pass this along to UA Insider so they can reinforce the correct policies to the call centers.
For all of you that continue to complain about CPU's not clearing just read the UA Insider posts. They have identified issues with the process but have not completely identified a root cause and ultimate fix (I don't think anyone is surprised by this).
For all of you that continue to complain about CPU's not clearing just read the UA Insider posts. They have identified issues with the process but have not completely identified a root cause and ultimate fix (I don't think anyone is surprised by this).
Mar 12, 2012, 1:28 pm
#13
Join Date: Oct 2009
Location: Austin, TX
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Posts: 2,605
Please pass this along to UA Insider so they can reinforce the correct policies to the call centers.
For all of you that continue to complain about CPU's not clearing just read the UA Insider posts. They have identified issues with the process but have not completely identified a root cause and ultimate fix (I don't think anyone is surprised by this).
For all of you that continue to complain about CPU's not clearing just read the UA Insider posts. They have identified issues with the process but have not completely identified a root cause and ultimate fix (I don't think anyone is surprised by this).
I am DONE trying to help THEM so they can turn around and hose me even more than they are already doing.
It's UA for heaven's sake...not some experimental startup airline from some Central African nation...
Mar 12, 2012, 1:32 pm
#14
Join Date: Mar 2012
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Can someone please explain to me why I/WE have to do all of UA's work? Are they really THAT incompetent that we need to point out every issue? How about some proactive MANAGEMENT of employees and computer systems?
I am DONE trying to help THEM so they can turn around and hose me even more than they are already doing.
It's UA for heaven's sake...not some experimental startup airline from some Central African nation...
I am DONE trying to help THEM so they can turn around and hose me even more than they are already doing.
It's UA for heaven's sake...not some experimental startup airline from some Central African nation...
Without FTers identifying problems UA may not be aware of them.
I am glad there is a public forum such as FT where problems can be identified and accountability by UA in public view for all FTers to see.
Mar 12, 2012, 2:15 pm
#15
Join Date: May 2007
Location: variously: PVG, SFO, LHR
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Posts: 1,678
But...the patience in here (i.e. people demanding to know why the website wasn't 100% correct on 3/4) seems to be in short supply. The haterade, not so much.