The stupid PNR auto-splitting at T-24 needs to stop
Jan 12, 20, 3:04 pm - Wikipost
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Apr 10, 12, 7:30 pm
#46
Join Date: Feb 2004
Location: CLE
Programs: UA GS+LT UC, AA LT PLT, Fairmont LT PLT, SPG PLT, Hilton Diamond, Hyatt Diamond, Avis CHM.
Posts: 4,029
The PNR splitting is worse than it was at PMCO and it seriously needs to be rectified to at least act as it did then. With PMCO the system remembered that companions split deserved the benefits of traveling with you (baggage, confirmed standby, etc).
Now it's the wild wild west trying to get those benefits restored for companions:
http://www.dansdeals.com/archives/20899
Now it's the wild wild west trying to get those benefits restored for companions:
http://www.dansdeals.com/archives/20899
Apr 12, 12, 1:56 am
#48
Join Date: Jul 2010
Programs: UA 1K, Star Gold,Marriott Gold, Hertz Presidents Circle
Posts: 414
Originally Posted by kmfdm91
Absolutely...and imagine what it will mean next winter when a snowstorm hits ORD and passengers need to be re-booked, elites traveling with companions will now have two tickets to worry about...and the agents will have twice the work.
The call lines and agent queues in the airport are already horrible and the time it takes anyone (even PMCOers with knowledge of SHARES) to do anything is ridiculous. Multiply this by the number of companions on elites tickets and good luck...
-jeremy
The call lines and agent queues in the airport are already horrible and the time it takes anyone (even PMCOers with knowledge of SHARES) to do anything is ridiculous. Multiply this by the number of companions on elites tickets and good luck...
-jeremy
In 2010 or whenever it was that UA decided to adopt the CPUs, I remember that one had to call in to force the system to use an instrument to upgrade instead of waiting for a CPU. Or, you had to call in to cancel your CPU if it was to a crappy F seat, like on a 319/320 when you had a sweet E+ bulkhead or exit row seat. I recall agents capping on the software designers for assuming that there were never going to be cases in which people didn;t want the upgrade.
Anyway, whether that's true or not, the system as it stands now actually creates problems for customers, so it needs to be fixed IMO.
Apr 12, 12, 1:24 pm
#49
Join Date: Jan 2006
Location: Arlington, VA
Programs: UA 1K, AA PLT, SPG PLT
Posts: 1,612
Originally Posted by redwoman
I wonder if the uncontrollable auto-splitting occurs because the system was designed with the assumption that someone wants to be upgraded. We've thought of several instances where one would not want to be upgraded nor split from the rest of his or her party.
In 2010 or whenever it was that UA decided to adopt the CPUs, I remember that one had to call in to force the system to use an instrument to upgrade instead of waiting for a CPU. Or, you had to call in to cancel your CPU if it was to a crappy F seat, like on a 319/320 when you had a sweet E+ bulkhead or exit row seat. I recall agents capping on the software designers for assuming that there were never going to be cases in which people didn;t want the upgrade.
Anyway, whether that's true or not, the system as it stands now actually creates problems for customers, so it needs to be fixed IMO.
In 2010 or whenever it was that UA decided to adopt the CPUs, I remember that one had to call in to force the system to use an instrument to upgrade instead of waiting for a CPU. Or, you had to call in to cancel your CPU if it was to a crappy F seat, like on a 319/320 when you had a sweet E+ bulkhead or exit row seat. I recall agents capping on the software designers for assuming that there were never going to be cases in which people didn;t want the upgrade.
Anyway, whether that's true or not, the system as it stands now actually creates problems for customers, so it needs to be fixed IMO.
The way it stands now where I don't think they could even NOT attempt an upgrade, but with the auto-splitting of itineraries is not acceptable. It's a horribly convoluted way at handling upgrades the way UA promised (which it still doesn't do) in the obviously vastly inferior SHARES system.
That said, these technical glitches will continue to happen and even if they do something for auto-splitting, I'm sure it will only raise more issues to other things, since it seems that with all of these modifications and amendments to their systems, the reliability drops.
-jeremy
Apr 12, 12, 1:32 pm
#50
FlyerTalk Evangelist
Join Date: Dec 2002
Location: Danville, CA, USA;
Programs: UA Plat & 1MM, DL Plat, Marriott LT Gold, HHonors Gold, Hyatt Explorist & IHG Ambassador
Posts: 12,991
Originally Posted by kyte
I recall some strange (probably irrops) stuff last year. As a 2P once took 5 companions with me to Hawaii in E+ departure and all into first on the return. We didn't ask any questions. 
I bet nobody has a problem with CPUs that covers every passenger on the record locator. But there is a big problem when your computer goes crazy and starts autosplitting records at T-24, upgrading 1 person, and the result is bad when the original seat (probably E+) is given away and worse for the return when everyone is now on a separate record for boarding group, checked luggage, etc.
Apr 12, 12, 3:44 pm
#51
Join Date: Dec 2002
Location: BMG
Programs: UA Plat, HH Gold, IHG Plat, SPG Gold, MR Gold, Hyatt Discoverist
Posts: 211
Originally Posted by kmfdm91
I agree, and while this is just my opinion, I'd rather have the PMUA situation where you would call (or in best case: click on the website) and tell them that you do not want an upgrade for a specific segment.
So I assume it must still be possible for competent res agents to do this at the new UA...
Apr 12, 12, 4:30 pm
#52
Join Date: Oct 2008
Location: Houston
Programs: United 1K
Posts: 47
I did not notice it last week, but today when I checked in online, I was asked if I and/or my wife wanted to be upgraded (same PNR) and when I clicked yes for me...it gave me the option of adding wife as companion. I am now #1 on upgrade list and wife is #2. It will be interesting to see what happens on return as I chose not to auto-check-in.
Apr 12, 12, 4:58 pm
#53
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,159
Originally Posted by lax2010
I tested this during the first week post 3/3 and it still worked like PMCO. Has any definitely confirmed with real experience that upgrade on PNR if two us now based on status of the highest level FF?
Originally Posted by petesamprs
Ok, I'm traveling to EWR-MIA saturday morning with (pregnant) wife and two kids under 4, all currently assigned to adjacent E+ seats. I'm 1k and the other 3 have no status. As of now, 6 seats available in F (F6) so how do I make sure I do NOT get upgraded.
Shannon
Apr 12, 12, 5:30 pm
#54
Join Date: Jul 2010
Programs: UA 1K, Star Gold,Marriott Gold, Hertz Presidents Circle
Posts: 414
Hi petesamprs, at any point in time, you can call Reservations and they can add an indicator that designates you do not want to be upgraded (albeit, our call volumes are still higher than normal). That said, in this scenario, the system that processes upgrades in advance would skip your reservation anyway since you are a party greater than 2. Once you check in, it will ask you who you want to designate as your companion. If you select someone, you and that person would be split from the others in your party. If you don’t want to designate anyone, you will all stay together. For now, I’d also recommend that you opt-out of auto-return check-in when prompted.
Shannon
Shannon
Last edited by Xyzzy; Apr 20, 12 at 1:30 pm Reason: Fixed UBB code
Apr 12, 12, 7:04 pm
#56
Join Date: Jul 2010
Programs: UA 1K, Star Gold,Marriott Gold, Hertz Presidents Circle
Posts: 414
Originally Posted by unavaca
Does this only happen when you have uncleared upgrades? My only UDU experience since the merger had me clearing at the windows and we were not split at any point.
Despite being a 1K, I have received a CPU only once since 2010! So, I have never personally experienced the reservation split.
Apr 13, 12, 12:09 am
#57
Join Date: May 2006
Location: STL
Programs: UA Platinum, Marriott Gold
Posts: 1,321
Originally Posted by UA Insider
Hi lax2010, this wasn’t working correctly just after 3/3, but, it has since been fixed.
Hi petesamprs, at any point in time, you can call Reservations and they can add an indicator that designates you do not want to be upgraded (albeit, our call volumes are still higher than normal). That said, in this scenario, the system that processes upgrades in advance would skip your reservation anyway since you are a party greater than 2. Once you check in, it will ask you who you want to designate as your companion. If you select someone, you and that person would be split from the others in your party. If you don’t want to designate anyone, you will all stay together. For now, I’d also recommend that you opt-out of auto-return check-in when prompted.
Shannon
Hi petesamprs, at any point in time, you can call Reservations and they can add an indicator that designates you do not want to be upgraded (albeit, our call volumes are still higher than normal). That said, in this scenario, the system that processes upgrades in advance would skip your reservation anyway since you are a party greater than 2. Once you check in, it will ask you who you want to designate as your companion. If you select someone, you and that person would be split from the others in your party. If you don’t want to designate anyone, you will all stay together. For now, I’d also recommend that you opt-out of auto-return check-in when prompted.
Shannon
Ok....but here's the situation I ran into. I called UA today because I asked about the splitting and was told "oh that doesn't happen anymore" just check-in because the upgrade will process and even if one of you gets upgraded you'll stay on the same PNR. I check me and my wife in, it adds us as #1 and #2 and exactly 5 mins later I get upgraded and she doesn't. She now is #1...which makes sense. Except in doing so it split her off into a new PNR. So what that in essence did is when the upgrade sweep happened for our return flight on Monday it upgraded me but it didnt upgrade her because the system now only sees her as Silver, rather than my 1K status. So essentially she's screwed out of the upgrade because by the time the silver upgrade windoe rolls around everyone else will clear.
I have an issue with the posted benefit saying "If the companion is a Premier member, the upgrade will be processed according to the highest Premier status level in the reservation." If only one of us can be upgraded on a flight then fine it is what it is....but don't screw us over on the return portion. There should be some way to link the reservations together other than the GA added a companion at the airport with my status....then at that point why bother booking PNR's with two people on them if its just going to decrease or screw up upgrade chances.
Apr 13, 12, 12:21 am
#58
Join Date: Apr 2000
Location: PDX
Programs: DL Plat, UA Plat 1MM, AS MVP, Hyatt Discoverist, Avis Presidents Club, Hertz President's Circle
Posts: 3,721
I traveled in January on PMCO CDG-EWR-PDX with my wife and 3 year old. Arrived at check-in and had to spend a full hour arguing with the agents that we should be able to check in 9 bags (5 at 70 pounds) despite the fact that we were not on the same PNR even though the tickets had been purchased together. I talked to three agents, two supervisors and the station manager -- finally they agreed the wave the charges.
Arrived at EWR, and had been upgraded for the flight to PDX. Luckily my original seat in 4A was still open so I sat there instead.
Hate this policy.
Arrived at EWR, and had been upgraded for the flight to PDX. Luckily my original seat in 4A was still open so I sat there instead.
Hate this policy.
Apr 13, 12, 1:00 am
#59
Join Date: Feb 2010
Location: LAX
Programs: UA-1K, Hertz-Gold, Marriott-Gold, PC-Platinum, SPG
Posts: 2,777
Originally Posted by UA Insider
Hi lax2010, this wasn’t working correctly just after 3/3, but, it has since been fixed.
Shannon
Shannon
Apr 13, 12, 12:40 pm
#60
Join Date: Jan 2006
Location: Arlington, VA
Programs: UA 1K, AA PLT, SPG PLT
Posts: 1,612
Originally Posted by qukslvr619
Ok....but here's the situation I ran into. I called UA today because I asked about the splitting and was told "oh that doesn't happen anymore" just check-in because the upgrade will process and even if one of you gets upgraded you'll stay on the same PNR. I check me and my wife in, it adds us as #1 and #2 and exactly 5 mins later I get upgraded and she doesn't. She now is #1...which makes sense. Except in doing so it split her off into a new PNR. So what that in essence did is when the upgrade sweep happened for our return flight on Monday it upgraded me but it didnt upgrade her because the system now only sees her as Silver, rather than my 1K status. So essentially she's screwed out of the upgrade because by the time the silver upgrade windoe rolls around everyone else will clear.
I have an issue with the posted benefit saying "If the companion is a Premier member, the upgrade will be processed according to the highest Premier status level in the reservation." If only one of us can be upgraded on a flight then fine it is what it is....but don't screw us over on the return portion. There should be some way to link the reservations together other than the GA added a companion at the airport with my status....then at that point why bother booking PNR's with two people on them if its just going to decrease or screw up upgrade chances.
I have an issue with the posted benefit saying "If the companion is a Premier member, the upgrade will be processed according to the highest Premier status level in the reservation." If only one of us can be upgraded on a flight then fine it is what it is....but don't screw us over on the return portion. There should be some way to link the reservations together other than the GA added a companion at the airport with my status....then at that point why bother booking PNR's with two people on them if its just going to decrease or screw up upgrade chances.
United promises to do upgrades with companions a specific way, yet do not comply with their own stated policy. It's that simple. Plus, the way they 'chose' (got stuck with since they are using SHARES) to do it is a complete cluster and relies on way too many systems to process this fake 'waitlist'.
That said, I'm sure UA Insider or any of the e-mails with the state of the merger won't bring this to light, and most of the people who fly on UA are completely unaware of this...sad.
In addition, I can assure you that regardless of how many upgrades are outstanding, SHARES will still split out your itinerary into separate PNRs upon check-in.
Recent Case:
JFK-IAD-ORD-NRT-SIN (in K). My wife (Plat) and I (1K) were cleared on the only two-class plane that we were eligeable to upgrade for in advance, yet upon check-in, we got split into 2 PNRs. Then an MX hit our RJ from JFK-IAD, the JFK RCC agents spent over 30 minutes getting BOTH of our itins to LGA and more issues happened at LGA trying to check a bag...but regardless, we had no outstanding upgrades, were cleared in advance and still were split, which led to trouble.
Thanks UA for this great system and set of policies that you don't implement. This and a lot of other things is giving more business to your competitors from me!!!
-jeremy
