[NOW EXPIRED]: SQ releasing almost all F award (O)
Sep 10, 2012, 2:02 pm
#1576
Join Date: Aug 2010
Location: Boston
Programs: HHonors Diamond, Marriott Platinum, United 1K,
Posts: 209
A supervisor in Chicago was able to get my Singapore first class ticket reinstated. She called my twice today to give me updates. It took her more than 2.5 hour and several layers of escalation to get it done.
I really appreciate Melody's tenacity in getting it fixed as well as her communication throughout the day.
United may have a lot of process problems and (perhaps unacknowledged) management problems, but I have always found their phone and lounge CSRs to do a great job and exhibit strong customer focus.
I really appreciate Melody's tenacity in getting it fixed as well as her communication throughout the day.
United may have a lot of process problems and (perhaps unacknowledged) management problems, but I have always found their phone and lounge CSRs to do a great job and exhibit strong customer focus.
Sep 10, 2012, 3:26 pm
#1577
FlyerTalk Evangelist
Join Date: Mar 2001
Location: AU
Programs: former Olympic Airways Gold (yeah - still proud of that!)
Posts: 14,406
A supervisor in Chicago was able to get my Singapore first class ticket reinstated. She called my twice today to give me updates. It took her more than 2.5 hour and several layers of escalation to get it done.
I really appreciate Melody's tenacity in getting it fixed as well as her communication throughout the day.
United may have a lot of process problems and (perhaps unacknowledged) management problems, but I have always found their phone and lounge CSRs to do a great job and exhibit strong customer focus.
I really appreciate Melody's tenacity in getting it fixed as well as her communication throughout the day.
United may have a lot of process problems and (perhaps unacknowledged) management problems, but I have always found their phone and lounge CSRs to do a great job and exhibit strong customer focus.
Without a ticket number there may be a booking, but it is not paid for. As far as the airline is concerned, if it is not paid for they can cancel it and sell it to someone else. It is always best to do this within 24 hours.
The difference between booking and ticketing? you can make a booking and get a PNR. The PNR will live until the date the flight is due to leave. It is a record that a booking was made - but it doesn't mean that the booking has been paid for. Much the same as if you make a booking and put it on hold... you have a reservation reference - but nothing will happen until you pay for it. If you ring a week later they can still bring up that booking - but the seats may show as cancelled.
Glad it got sorted out so quickly. With my friend it was eventually reinstated - but it took 3 weeks!
Sep 10, 2012, 10:24 pm
#1578
Join Date: Feb 2005
Location: So Cal
Programs: UA Gold/0.744MM, WN AL, Hyatt Diamond, MR Scum, Hertz PC, National Exec, Avis PC
Posts: 5,561
Glad you got this all sorted out, but your statement above would have been my first sign that something was amiss. It has been documented many times both in this thread and elsewhere that UA is unable to assign seats on other airlines (like SQ and LH). If they claimed they were able to assign seats I would feel that everything they said was suspect.
Sep 11, 2012, 1:36 am
#1580
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
Sep 11, 2012, 7:15 am
#1581
Join Date: Feb 2005
Location: So Cal
Programs: UA Gold/0.744MM, WN AL, Hyatt Diamond, MR Scum, Hertz PC, National Exec, Avis PC
Posts: 5,561
Sep 11, 2012, 10:44 am
#1582
Join Date: Aug 2012
Location: SFO
Posts: 642
But I can fly X fares on the Singapore A380 or 777 right?
Sep 11, 2012, 3:32 pm
#1583
FlyerTalk Evangelist
Join Date: Mar 2001
Location: AU
Programs: former Olympic Airways Gold (yeah - still proud of that!)
Posts: 14,406
Sep 12, 2012, 8:38 pm
#1584
Join Date: Feb 2011
Location: Jersey City, NJ
Programs: UA GS, AA Exec Plat, Bonvoy Ambassador, Hyatt Globalist
Posts: 348
In July I booked JFK-LAX-NRT. My booking was obviously for a J award and that is how many miles I paid, but J was not available at that time from JFK-LAX. Today, I see that UA has opened up some space on my JFK-LAX flight. Do I have to pay a change fee to get my first segment switched to J? Also, I am 110% mortified of getting some completely incompetent agent who in the process of changing Y to J messes up my SQ flight. Can this change be done online? If not, is it worth calling in and praying the agent doesn't mess anything up?
Sep 12, 2012, 8:43 pm
#1585
Join Date: Mar 2010
Location: GRR, USA
Posts: 3,298
In July I booked JFK-LAX-NRT. My booking was obviously for a J award and that is how many miles I paid, but J was not available at that time from JFK-LAX. Today, I see that UA has opened up some space on my JFK-LAX flight. Do I have to pay a change fee to get my first segment switched to J? Also, I am 110% mortified of getting some completely incompetent agent who in the process of changing Y to J messes up my SQ flight. Can this change be done online? If not, is it worth calling in and praying the agent doesn't mess anything up?
Sep 13, 2012, 7:32 am
#1586
Join Date: Jan 2005
Location: EWR
Programs: SPG LT Plat/P100, UA 1K 1MM
Posts: 532
In July I had booked the EWR-SIN nonstop in J, today I noticed my itin changed to JFK-SIN (with the stop in FRA). Not sure why as the EWR-SIN still appears to be flying that day. I was looking forward to taking EWR-SIN so I was going to call to question it, but figured it's probably not worth it. Just a heads up for others out there...
Sep 13, 2012, 7:46 am
#1587
Join Date: Dec 2001
Location: Washington, DC, USA
Programs: UA-1Kmm, AA-EX Plt mm-, Hilton Diamond,
Posts: 1,093
In July I had booked the EWR-SIN nonstop in J, today I noticed my itin changed to JFK-SIN (with the stop in FRA). Not sure why as the EWR-SIN still appears to be flying that day. I was looking forward to taking EWR-SIN so I was going to call to question it, but figured it's probably not worth it. Just a heads up for others out there...
Sep 13, 2012, 8:21 am
#1588
Join Date: Jan 2005
Location: EWR
Programs: SPG LT Plat/P100, UA 1K 1MM
Posts: 532
Sep 13, 2012, 8:31 pm
#1589
Moderator: GLBT Travelers & Hyatt Gold Passport
Join Date: Jan 2000
Location: CVG
Posts: 15,300
On the topic of this thread. I have tickets for 2 passengers next month on SQ F using UA miles in the same record. It is a possibility now that I'll be the only one traveling. Is it possible (and the best way to do the change) to cancel and redeposit one ticket and leave the other one standing. I'm wondering if it could be done "directly" or should I request that UA split the confirmation and then just cancel the one that is not traveling? TIA!!!
Sure, just call UA, ask them to split the records, then you can cancel one. You'll have to likely request this over the phone, because when you split a record and try to refund one online, the system will try to refund miles for both tickets, but somehow catches its mistake somewhere in the process and errors out.
Good advice above from Matthew, but UA's reservation system is kind of glitchy since the merger and not all CSRs handle it well. So as with any UA reservation change these days, it's best to:
1. Get a sense, if you can, of whether the CSR knows what s/he's doing. I know that this can be a pretty subjective judgment. But if the CSR seems ignorant or unhelpful when you first ask about doing this, politely end the call and try someone else.
2. Once the CSR has made the change, keep him/her on the line while you check to make sure that the change is showing up online in your reservations list at the UA site, and that if possible you receive an email from UA indicating the change.
Also, with respect to this particular change:
1. Call SQ afterwards to make sure everything is in order from their end. E.g.., that your reservation is properly ticketed, it's just one person instead of two, etc.
2. If your F is on an SQ 380, be aware that the SQ code for that (R) is a business class code for UA. This confuses some UA CSRs. So you might have to explain this to whomever you talk to and/or make sure that in splitting the reservation the SQ R is preserved.
I'm probably making this more complicated than it sounds. But there have been enough reports of UA messing up reservations, particularly award reservations involving other carriers, that it's best to err on the side of caution...or should I say paranoia?
1. Get a sense, if you can, of whether the CSR knows what s/he's doing. I know that this can be a pretty subjective judgment. But if the CSR seems ignorant or unhelpful when you first ask about doing this, politely end the call and try someone else.
2. Once the CSR has made the change, keep him/her on the line while you check to make sure that the change is showing up online in your reservations list at the UA site, and that if possible you receive an email from UA indicating the change.
Also, with respect to this particular change:
1. Call SQ afterwards to make sure everything is in order from their end. E.g.., that your reservation is properly ticketed, it's just one person instead of two, etc.
2. If your F is on an SQ 380, be aware that the SQ code for that (R) is a business class code for UA. This confuses some UA CSRs. So you might have to explain this to whomever you talk to and/or make sure that in splitting the reservation the SQ R is preserved.
I'm probably making this more complicated than it sounds. But there have been enough reports of UA messing up reservations, particularly award reservations involving other carriers, that it's best to err on the side of caution...or should I say paranoia?
While this doesn't sound right - she sounded confident of it - and from reports in the past the HNL CSRs seem to be the best in the system.
I'm not sure what to do at this point.
Sep 15, 2012, 3:46 am
#1590
Join Date: Nov 2010
Location: NYC
Programs: AA EXP, Hilton GLD, Marriott Plat, NEXUS/GE
Posts: 2,872
Ok - so I tried to cancel one ticket tonight - spoke with a CSR in HNL. She said that if she tried to split the record, the entire reservation would be cancelled. So she advised to leave the reservation and "refund" the unused ticket after the flights have been flown by me (the one who is going).
While this doesn't sound right - she sounded confident of it - and from reports in the past the HNL CSRs seem to be the best in the system.
While this doesn't sound right - she sounded confident of it - and from reports in the past the HNL CSRs seem to be the best in the system.
Honestly, when I've had more complex issues, I've had better luck with the PMCO phone agents as they generally know the rules of COdbaUA.Splitting a PNR should not cancel it.