Location: Chicago, Houston, or somewhere in between
Posts: 2,087
Expert Mode Update: better upgrade visibility and opt-in to see fare bucket data.
Hi Everyone,
I want to give you an update on the changes to our united.com Expert Mode feature. By now, most of you know why we made the change we did: Displaying this level of information to all customers was causing significant confusion and questions.
We remain committed to providing information that makes your travel planning experience better, but there is a difference between a feature like Expert Mode -- which is understood by a select set of customers, and new features we’re developing like upgrade status visibility -- which is more easily understood by all customers. I’m happy to say that, as a direct result of your feedback, we have worked hard to accelerate a couple solutions that accomplish this goal.
Within the next two weeks we will:
Introduce improved upgrade status visibility for all customers. As many of you have seen in our preview site, this feature makes it easier for customers to review their upgrade status on flights for which they have waitlisted for an upgrade, as well as check Complimentary Premier Upgrade eligibility and status. This feature is the direct result of your feedback and will be available to all customers when viewing their reservation on united.com Update added as post #267 on 9/21
Re-launch of Expert Mode as an opt-in feature. We will re-introduce the ability to view fare-class level information (a.k.a. Expert Mode) to customers who choose this setting in their online MileagePlus profile. This will enable the same level of fare class detail previously displayed to all customers. I’ll post the details about how exactly to configure this setting once it launches Update added as post #327 on 9/24
Like you, we wish we could have made these changes concurrently. That said, we appreciate your patience over the next couple of weeks while we roll these out. Thank you as always for your feedback.
Shannon Kelly
Director, Customer Insights
United Airlines
Last edited by UA Insider; Sep 24, 12 at 1:11 pm
Reason: Added links to updates
WOW. You guys listened to customer feedback and responded appropriately. This is a great step forward, both in terms of functionality and in gaining trust back from those of us who felt burned by the removal.
Programs: UA Gold; AA Gold; HH Diamond; National EE; CONTROL SecretAgent Platinum; KAOS EvilFlyer Gold
Posts: 1,048
Thank you for this update.
Regarding the re-launch of expert mode, will the visibility of fare-class level information be limited to revenue buckets, or will that also include award and upgrade buckets? If just the former, that won't resolve the issue of currently not being able to check upgrade/award availability prior to making a reservation. If the latter, that would be great!
Programs: UA 1K, Hyatt Glob, Marriott Platinum, Hilton Gold, Hertz PC
Posts: 638
Great news that visibility will be back for upgrade status and fare class. Now if only the upgrade process could be fixed, I still have (slim) hope that it'll happen one day.
Shannon, I'm not sure if you did this or other execs saw the thread, but thanks to everyone at UA that stepped back, listened to your customers and made a sound decision.
ETA: Will upgrade and award availability be made available to KVS and EF?
Shannon, I'm not sure if you did this or other execs saw the thread, but thanks to everyone at UA that stepped back, listened to your customers and made a sound decision.
