Mar 31, 2014, 3:57 pm
Last edit by: WineCountryUA
Waitlisting for awards
Click for the current rules from United
Waitlisting options
Waitlisting can only be done over the phone, not online.
You can not book a standard award and then waitlist for a saver award.
If waitlisting for a higher cabin, best if done at the time of booking or soon afterward.
If done more than 24 hours after booking you may be charged an award change fee.
Generally, the waitlisted class mileage is deducted at time of request and will be refunded if unsuccessful
When waitlisting for a higher, state you are waitlisting for I (or IN if a plat or higher) -- do not use the word "upgrade", it may confuse the agent
If waitlisting for a segment when the rest of the segments are already in the higher cabin, there is no refund if unsuccessful
Member experiences:
Note: The correct priority term here may, in fact, be a code that is one of WAX, WBX, WCX, or WDX depending on status. The is per GG ONESTANDBY lines 32-55.
Note: PR-1 status is given to those who "paid" the requisite miles for an upgraded seat (i.e. biz) when only the non-upgraded space (i.e. coach) was available. The PR-1* status is to clue the system (and agents) in so that it is clear that you have been "displaced." (NOTE: once you have obtained PR-1 status, should there be any change to your ticket, e.g., an involuntary reroute by UA due to missing a connection, the PR-1 status will most likely get dropped and you must have it reattached (esp. before any UGs are given to others).
Unfortunately at T-24, many GAs do not get this concept. Use the above to plead your case but be prepared to be unsatisfied. One method that can get you to a higher level of understanding is the UC. Their staff seems to not only have a better understanding of the issues, but they can contact the gate and exert some influence on the less informed GAs, AND they seem to have more of an interest in helping PAX. If you can get into the UC, it will be worth your while.
**Note: If you get the UG on the long haul, the higher level of award miles you are using (like with the GPU) are considered used up regardless of the short haul. You will not be charged the lower level # of miles (i.e. refunded the diff between the lower level and the higher level you paid in advance), rather the higher level award miles will be considered spent. That is the risk you take when you do Plan B.
Related thread - Understanding the United Upgrade List Comprehensively
Archive of past posts - Consolidated "Waitlist for Award Seats Questions/Issues [ARCHIVE]
Click for the current rules from United
Waitlisting options
- Waitlist for alternative flights times / routing
- Waitlisting for a different cabin
From the above link on waitlisting for a different cabin: You may redeem miles for travel in United Global First, United First, United Business or United BusinessFirst, even if the space is not available. In these cases, United Economy in the same award type must be confirmed, and the front cabin will be waitlisted. If the courtesy waitlist does not clear, it will expire 24 hours before itinerary departure, and you will automatically be added to the airport upgrade standby list upon check-in. In these cases, you will be confirmed on a space-available basis by a United airport representative at the gate once the flight has closed for check-in. For United BusinessFirst and United Business travel awards, the difference in miles will be refunded when the United BusinessFirst or United Business class segment of the trip could not be confirmed. Waitlist requests may only be made over the phone with your local United Customer Contact Center.
You can not book a standard award and then waitlist for a saver award.
If waitlisting for a higher cabin, best if done at the time of booking or soon afterward.
If done more than 24 hours after booking you may be charged an award change fee.
Generally, the waitlisted class mileage is deducted at time of request and will be refunded if unsuccessful
When waitlisting for a higher, state you are waitlisting for I (or IN if a plat or higher) -- do not use the word "upgrade", it may confuse the agent
If waitlisting for a segment when the rest of the segments are already in the higher cabin, there is no refund if unsuccessful
Member experiences:
- You must have a confirmed segment to waitlist for different cabin and/or a different flight.
- Can only waitlist for UA/UX operated flight, cannot waitlist for partner flights. Can waitlist for UA/UX flights on a mixed itin.
- The maximum number of WL segments in a PNR is 2.
- When confirmed segment is on a partner, you can waitlist for UA operated alternative.
Note: The correct priority term here may, in fact, be a code that is one of WAX, WBX, WCX, or WDX depending on status. The is per GG ONESTANDBY lines 32-55.
The agent should give you “PR-1 status”* which gives you top-priority status and moves you to the very top of the upgrade standby list, ahead of employees and everyone else trying to upgrade with miles+cash. If one agent won’t put you on the list as a displaced Business class passenger with "PR-1 status"* then find another one who will. With this status, the odds of you getting a business class are very high if there are still open seats (or if anybody no-shows).
If the agents in the airport are all clueless you should direct them to look
up “gg onestandby” in their system (they’ll know exactly what this is)
and look around lines 85-89 which spell out the details of the procedure for
this award.
If the agents in the airport are all clueless you should direct them to look
up “gg onestandby” in their system (they’ll know exactly what this is)
and look around lines 85-89 which spell out the details of the procedure for
this award.
* note "PR-1" may not be the correct term, see the Wxx note proceeding this section
Unfortunately at T-24, many GAs do not get this concept. Use the above to plead your case but be prepared to be unsatisfied. One method that can get you to a higher level of understanding is the UC. Their staff seems to not only have a better understanding of the issues, but they can contact the gate and exert some influence on the less informed GAs, AND they seem to have more of an interest in helping PAX. If you can get into the UC, it will be worth your while.
**Note: If you get the UG on the long haul, the higher level of award miles you are using (like with the GPU) are considered used up regardless of the short haul. You will not be charged the lower level # of miles (i.e. refunded the diff between the lower level and the higher level you paid in advance), rather the higher level award miles will be considered spent. That is the risk you take when you do Plan B.
Related thread - Understanding the United Upgrade List Comprehensively
Archive of past posts - Consolidated "Waitlist for Award Seats Questions/Issues [ARCHIVE]
Consolidated "Waitlist for Award Seats Questions/Issues"
Jan 13, 2024, 3:41 pm
#361
Join Date: Jun 2023
Posts: 20
Agreed and it makes no sense to me why UA hasn't removed this from its "United air travel award rules" published on the site.
It's just a matter of principle that as it is a published benefit/feature, it should be honored. And I really don't appreciate being lied to (though I realize it may not be intentional, as the res. agents seem to be by and large unaware and not trained in this).
I mean, CS even told me before that res should honor it (as that CS person had worked in res before and knew of this) and that it is indeed still the current policy, and basically told me to HUACA until I get someone who knows what they are doing. I trust that CS knew what they were saying, as they claimed to be from the "rules and policies department." First time a company's CS had told me to HUACA.
DoT just forwards the request to the airline and asks them to respond. It generally doesn't get involved. Though the one and only other time I reached out to DoT, where United had ticketed a CA award that CA had "unconfirmed," the United agent was very helpful and rebooked me on all UA and other alternate flights, using routing that was not valid between the city pairs. So I am still surprised how come now the DoT contacted CS rep said that they don't have access to reservations and that they had to call res, and just repeated what res told them.
Speaking of that, the latest excuse was this: since the ticket contains a non-UA flight, it is not eligible for this. Doesn't make sense to me and it doesn't say that anywhere. Yes, this only applies to UA flights. That is what I am asking for. For the North American UA connecting flight (booked in X but paid for in I) to be put on the I waitlist, as the connecting (Star Alliance airline) flight is in I, and the reservation has been priced from origin to destination at the standard (a.k.a. "saver") through I fare, it's not an additive fare (of the X + I flight; it's rather priced as if it was standard I from O to D). But just thought I'd ask here, that there is no restriction that this can only work for all UA-only flight intermarries (as I was told as the latest excuse by United), is there? Of course, only UA flights can be waitlisted, but having a Star Alliance connecting flight (booked in I that stays that way) should not disqualify getting the connecting UA (booked in X) flight from being waitlisted for the already-paid-for-as-a-through-O-to-D-fare I class, should it?
It's just a matter of principle that as it is a published benefit/feature, it should be honored. And I really don't appreciate being lied to (though I realize it may not be intentional, as the res. agents seem to be by and large unaware and not trained in this).
I mean, CS even told me before that res should honor it (as that CS person had worked in res before and knew of this) and that it is indeed still the current policy, and basically told me to HUACA until I get someone who knows what they are doing. I trust that CS knew what they were saying, as they claimed to be from the "rules and policies department." First time a company's CS had told me to HUACA.
DoT just forwards the request to the airline and asks them to respond. It generally doesn't get involved. Though the one and only other time I reached out to DoT, where United had ticketed a CA award that CA had "unconfirmed," the United agent was very helpful and rebooked me on all UA and other alternate flights, using routing that was not valid between the city pairs. So I am still surprised how come now the DoT contacted CS rep said that they don't have access to reservations and that they had to call res, and just repeated what res told them.
Speaking of that, the latest excuse was this: since the ticket contains a non-UA flight, it is not eligible for this. Doesn't make sense to me and it doesn't say that anywhere. Yes, this only applies to UA flights. That is what I am asking for. For the North American UA connecting flight (booked in X but paid for in I) to be put on the I waitlist, as the connecting (Star Alliance airline) flight is in I, and the reservation has been priced from origin to destination at the standard (a.k.a. "saver") through I fare, it's not an additive fare (of the X + I flight; it's rather priced as if it was standard I from O to D). But just thought I'd ask here, that there is no restriction that this can only work for all UA-only flight intermarries (as I was told as the latest excuse by United), is there? Of course, only UA flights can be waitlisted, but having a Star Alliance connecting flight (booked in I that stays that way) should not disqualify getting the connecting UA (booked in X) flight from being waitlisted for the already-paid-for-as-a-through-O-to-D-fare I class, should it?
Jan 13, 2024, 7:08 pm
#362
Join Date: Sep 2009
Location: HNL
Programs: DL PM/1MM, BW DE (lifetime), HH DE, Marriott PE (lifetime), National Emerald Executive
Posts: 7,205
That's the way it should be. Arguably, this waitlisting should be possible to do online, and is only fair given that there is essentially no availability on the short/mid-haul UA segments in I (IME pretty much so across the board for the last ~2 years), which are often needed to connect to long-haul *A segment(s), so you practically always end up with UA in X and *A carriers in I "saver" business awards nowadays.
Jan 13, 2024, 7:21 pm
#363
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,867
Jan 14, 2024, 1:19 am
#369
Join Date: Sep 2009
Location: HNL
Programs: DL PM/1MM, BW DE (lifetime), HH DE, Marriott PE (lifetime), National Emerald Executive
Posts: 7,205
wow, what incredible luck to find a competent agent to do this (I’ve been trying to do that for a few months now, all in vain). You should buy a bunch of lottery tickets right away, before your incredible luck goes away, if you haven’t done so already.
Jan 14, 2024, 2:52 pm
#370
Join Date: Sep 2009
Location: HNL
Programs: DL PM/1MM, BW DE (lifetime), HH DE, Marriott PE (lifetime), National Emerald Executive
Posts: 7,205
Finally today, after months of trying in vain, I was able to get my waitlist (very similar situation to yours) done.
The frontline res agent flat out said "United does not do waitlisting for award tickets." I referred her to the United "air travel award rules" document, copy and pasted the relevant sections from it, and re-explained it. But what really won her over was sharing a link to your screenshot (not FT, just the image), where I said "look, this is how it looks like to the customer when done, this was done just recently by United for another customer in the same situation."
I was transferred to a supervisor who knew exactly what I was talking about and did it. Also told me (unprompted) how many others are on the waitlist and what their status is, cautioning me that I am quite far down the priority on the waitlist (as I was expecting anyway). And gave me a bit of explanation of how the automated waitlist clearing system works, key dates, how priorities are determined, what happens when it clears, etc. Super helpful.
Anyway, the one interesting thing was this: I was told that it is in "pre-waitlist status" and will not show online (it doesn't). I was told that it only starts showing at 3 months out (my flight is still way more than 3 months out).
Does anyone here know, is that correct? Does it really not show online as waitlisted until until T-90 days?
And your flight showing for the waitlist, is it close in (as in less than 3 months away)?
The frontline res agent flat out said "United does not do waitlisting for award tickets." I referred her to the United "air travel award rules" document, copy and pasted the relevant sections from it, and re-explained it. But what really won her over was sharing a link to your screenshot (not FT, just the image), where I said "look, this is how it looks like to the customer when done, this was done just recently by United for another customer in the same situation."
I was transferred to a supervisor who knew exactly what I was talking about and did it. Also told me (unprompted) how many others are on the waitlist and what their status is, cautioning me that I am quite far down the priority on the waitlist (as I was expecting anyway). And gave me a bit of explanation of how the automated waitlist clearing system works, key dates, how priorities are determined, what happens when it clears, etc. Super helpful.
Anyway, the one interesting thing was this: I was told that it is in "pre-waitlist status" and will not show online (it doesn't). I was told that it only starts showing at 3 months out (my flight is still way more than 3 months out).
Does anyone here know, is that correct? Does it really not show online as waitlisted until until T-90 days?
And your flight showing for the waitlist, is it close in (as in less than 3 months away)?
Jan 14, 2024, 2:55 pm
#371
Join Date: Jun 2023
Posts: 20
Finally today, after months of trying in vain, I was able to get my waitlist (very similar situation to yours) done.
The frontline res agent flat out said "United does not do waitlisting for award tickets." I referred her to the United "air travel award rules" document, copy and pasted the relevant sections from it, and re-explained it. But what really won her over was sharing a link to your screenshot (not FT, just the image), where I said "look, this is how it looks like to the customer when done, this was done just recently by United for another customer in the same situation."
I was transferred to a supervisor who knew exactly what I was talking about and did it. Also told me (unprompted) how many others are on the waitlist and what their status is, cautioning me that I am quite far down the priority on the waitlist (as I was expecting anyway). And gave me a bit of explanation of how the automated waitlist clearing system works, key dates, how priorities are determined, what happens when it clears, etc. Super helpful.
Anyway, the one interesting thing was this: I was told that it is in "pre-waitlist status" and will not show online (it doesn't). I was told that it only starts showing at 3 months out (my flight is still way more than 3 months out).
Does anyone here know, is that correct? Does it really not show online as waitlisted until until T-90 days?
And your flight showing for the waitlist, is it close in (as in less than 3 months away)?
The frontline res agent flat out said "United does not do waitlisting for award tickets." I referred her to the United "air travel award rules" document, copy and pasted the relevant sections from it, and re-explained it. But what really won her over was sharing a link to your screenshot (not FT, just the image), where I said "look, this is how it looks like to the customer when done, this was done just recently by United for another customer in the same situation."
I was transferred to a supervisor who knew exactly what I was talking about and did it. Also told me (unprompted) how many others are on the waitlist and what their status is, cautioning me that I am quite far down the priority on the waitlist (as I was expecting anyway). And gave me a bit of explanation of how the automated waitlist clearing system works, key dates, how priorities are determined, what happens when it clears, etc. Super helpful.
Anyway, the one interesting thing was this: I was told that it is in "pre-waitlist status" and will not show online (it doesn't). I was told that it only starts showing at 3 months out (my flight is still way more than 3 months out).
Does anyone here know, is that correct? Does it really not show online as waitlisted until until T-90 days?
And your flight showing for the waitlist, is it close in (as in less than 3 months away)?
Jan 14, 2024, 3:24 pm
#372
Join Date: Sep 2009
Location: HNL
Programs: DL PM/1MM, BW DE (lifetime), HH DE, Marriott PE (lifetime), National Emerald Executive
Posts: 7,205
North America regional connecting UA flight in X.
Long-haul *A flight in I.
(No extra miles here, as ticket was priced and paid for as O-to-D "saver" I award. Just as practically always nowadays for business class awards, the UA flight was in X.)
Very similar situation to the recently posted screenshot of a successful waitlist (just long-haul I-confirmed/booked flight is an *A airline, not UA).
Jan 14, 2024, 5:23 pm
#373
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.997MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,859
...
Anyway, the one interesting thing was this: I was told that it is in "pre-waitlist status" and will not show online (it doesn't). I was told that it only starts showing at 3 months out (my flight is still way more than 3 months out).
Does anyone here know, is that correct? Does it really not show online as waitlisted until until T-90 days?
And your flight showing for the waitlist, is it close in (as in less than 3 months away)?
Anyway, the one interesting thing was this: I was told that it is in "pre-waitlist status" and will not show online (it doesn't). I was told that it only starts showing at 3 months out (my flight is still way more than 3 months out).
Does anyone here know, is that correct? Does it really not show online as waitlisted until until T-90 days?
And your flight showing for the waitlist, is it close in (as in less than 3 months away)?
It will not show up in the online upgrade waitlsts (in flight status) as those are for upgrades until you get to the gate. Your request is for I or IN depending on your status. The online upgrades are waitlisted for PZ/PN. The lists, if uncleared, are combined at the gate,
Jan 14, 2024, 5:44 pm
#374
Join Date: May 2014
Posts: 201
Finally today, after months of trying in vain, I was able to get my waitlist (very similar situation to yours) done.
The frontline res agent flat out said "United does not do waitlisting for award tickets." I referred her to the United "air travel award rules" document, copy and pasted the relevant sections from it, and re-explained it. But what really won her over was sharing a link to your screenshot (not FT, just the image), where I said "look, this is how it looks like to the customer when done, this was done just recently by United for another customer in the same situation."
The frontline res agent flat out said "United does not do waitlisting for award tickets." I referred her to the United "air travel award rules" document, copy and pasted the relevant sections from it, and re-explained it. But what really won her over was sharing a link to your screenshot (not FT, just the image), where I said "look, this is how it looks like to the customer when done, this was done just recently by United for another customer in the same situation."
What channel did you use? Online Chat?
I was transferred to a supervisor who knew exactly what I was talking about and did it. Also told me (unprompted) how many others are on the waitlist and what their status is, cautioning me that I am quite far down the priority on the waitlist (as I was expecting anyway). And gave me a bit of explanation of how the automated waitlist clearing system works, key dates, how priorities are determined, what happens when it clears, etc. Super helpful.
Because if I understood correctly, the waitlist in (I) counts as a displaced passenger and has higher priority than any complimentary upgrades even if they have status?
Anyway, the one interesting thing was this: I was told that it is in "pre-waitlist status" and will not show online (it doesn't). I was told that it only starts showing at 3 months out (my flight is still way more than 3 months out).
Does anyone here know, is that correct? Does it really not show online as waitlisted until until T-90 days?
And your flight showing for the waitlist, is it close in (as in less than 3 months away)?
Does anyone here know, is that correct? Does it really not show online as waitlisted until until T-90 days?
And your flight showing for the waitlist, is it close in (as in less than 3 months away)?
FYI I don't see the waitlist on the OS app, I only see it on the browser.
Jan 14, 2024, 6:11 pm
#375
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,415
The only real exception is the treatment of Platinum members and higher, who can waitlist for IN instead of I. UA has begun opening some flights as PNx PZ0 INx I0, x > 0. In those cases, passengers waitlisted for IN are effectively ahead of non-GS upgrades.