Absurd situation-- downgraded on IAD-BRU
Sep 30, 2012, 12:10 am
#1
Original Poster
Join Date: Apr 2009
Programs: UA 1K, AF FB silver
Posts: 211
Absurd situation-- downgraded on IAD-BRU
Yesterday, September 29th, I was flying UA950 IAD-BRU. I had requested to use one of my GPU or SWU, about 2 weeks before. Since it was not clearing, I called the 1K desk and they told me that there was a sync problem, they would have fixed it and it was likely I would have been upgraded.
I receive a new flight confirmation and the next day I get cleared for BF, and can select seat 6C.
I arrive at the airport and I cannot get my boarding pass printed, have to get help from check in desk. It looks like I have two reservations, one in coach and one in BF, but the guy tells me he can only print the coach one, and to get the new boarding pass at the gate. I get at the gate (I wasted about 30 minutes in all this), and they had given away my seat.
I ask to call a supervisor, to whom I can show that on my iPhone the BF upgrade showed as confirmed. There is nothing she can do, all seats are gone. She was the only nice person in the whole situation. She told me she will investigate and let me know. We'll see.
I am really, really, REALLY upset. If UA cannot fix their systems, and their personnel both at 1K desk AND check in desks cannot fix problems, they should change their business.
Even if I get the GPU back (as it shows used), I won't be able to use it anymore by November 30th, when it expires. After this flight I will get my 1K status for 2013, and 6 GPU. If this is the way UA operates, they can keep their perks, that exist only on paper!!!
I receive a new flight confirmation and the next day I get cleared for BF, and can select seat 6C.
I arrive at the airport and I cannot get my boarding pass printed, have to get help from check in desk. It looks like I have two reservations, one in coach and one in BF, but the guy tells me he can only print the coach one, and to get the new boarding pass at the gate. I get at the gate (I wasted about 30 minutes in all this), and they had given away my seat.
I ask to call a supervisor, to whom I can show that on my iPhone the BF upgrade showed as confirmed. There is nothing she can do, all seats are gone. She was the only nice person in the whole situation. She told me she will investigate and let me know. We'll see.
I am really, really, REALLY upset. If UA cannot fix their systems, and their personnel both at 1K desk AND check in desks cannot fix problems, they should change their business.
Even if I get the GPU back (as it shows used), I won't be able to use it anymore by November 30th, when it expires. After this flight I will get my 1K status for 2013, and 6 GPU. If this is the way UA operates, they can keep their perks, that exist only on paper!!!
Sep 30, 2012, 12:31 am
#2
Join Date: Jan 2009
Location: LHR (sometimes CLE, SFO, BOS, LAX, SEA)
Programs: UA 1K
Posts: 5,893
You had a confirmed reservation in a premium cabin and were denied that seat. Under UA's own rules, UA will offer you fairly generous downgrade compensation (iirc, high three figures). Ask about "GG OVS DOWNGRADE" if agents don't believe you.
Sep 30, 2012, 2:54 am
#3
Original Poster
Join Date: Apr 2009
Programs: UA 1K, AF FB silver
Posts: 211
Also, in their system my upgrade showed as not confirmed, but the supervisor who came at the gate could see that I had in my hands a confirmed upgrade (I managed to email to her just before my BF seat disappeared also from the reservation I had on my phone).
I will ask for compensation, although I have to say that I am fairly tired of compensations when UA does not meet its commitments. This would make the second time I get compensated in 2 weeks for services faults... which does not speak very well of the service...
Sep 30, 2012, 6:03 am
#4
Join Date: Jun 2011
Posts: 7
Just as a reference point, i was confirmed into GF (using a GPU to upgrade from BF) 3 weeks before my ORD-PEK flight and UA took away my seat just as i boarded the plane with their excuse being some system glitch causing an overbooking in GF - i ended up back in BF with a $1500 travel certificate.
Oct 1, 2012, 1:47 pm
#7
Original Poster
Join Date: Apr 2009
Programs: UA 1K, AF FB silver
Posts: 211
Yes, I did... when I thought the upgrade had been cleared... at the check in they told me it had been cleared, at the gate they told me it had never been cleared... the weird thing is that my seat (6C) was showing on the screen as just 3rd out of 4 given away at the gate...
Oct 1, 2012, 5:23 pm
#9
Join Date: Jun 2011
Location: NorCal
Programs: MP Ag, former 1K
Posts: 479
Yesterday, September 29th, I was flying UA950 IAD-BRU. I had requested to use one of my GPU or SWU, about 2 weeks before. Since it was not clearing, I called the 1K desk and they told me that there was a sync problem, they would have fixed it and it was likely I would have been upgraded.
I receive a new flight confirmation and the next day I get cleared for BF, and can select seat 6C.
I arrive at the airport and I cannot get my boarding pass printed, have to get help from check in desk. It looks like I have two reservations, one in coach and one in BF, but the guy tells me he can only print the coach one, and to get the new boarding pass at the gate. I get at the gate (I wasted about 30 minutes in all this), and they had given away my seat. . .
I receive a new flight confirmation and the next day I get cleared for BF, and can select seat 6C.
I arrive at the airport and I cannot get my boarding pass printed, have to get help from check in desk. It looks like I have two reservations, one in coach and one in BF, but the guy tells me he can only print the coach one, and to get the new boarding pass at the gate. I get at the gate (I wasted about 30 minutes in all this), and they had given away my seat. . .
http://www.flyertalk.com/forum/unite...ack-coach.html
When I called, the CSR stated that there were two reservations - one in Y, the other in F. Superficially sounded like what you ran into here.
Oct 1, 2012, 5:44 pm
#11
Join Date: Jan 2008
Location: SF Bay Area
Programs: UA 1K MM, Marriott Life Plat, various others of little note
Posts: 2,763
Yes, I did... when I thought the upgrade had been cleared... at the check in they told me it had been cleared, at the gate they told me it had never been cleared... the weird thing is that my seat (6C) was showing on the screen as just 3rd out of 4 given away at the gate...
Oct 1, 2012, 6:33 pm
#12
Original Poster
Join Date: Apr 2009
Programs: UA 1K, AF FB silver
Posts: 211
Is this the same issue as the ongoing discussions about United's reservation systems showing "coach" seating on the seatmap for upgraded passengers?
http://www.flyertalk.com/forum/unite...ack-coach.html
When I called, the CSR stated that there were two reservations - one in Y, the other in F. Superficially sounded like what you ran into here.
http://www.flyertalk.com/forum/unite...ack-coach.html
When I called, the CSR stated that there were two reservations - one in Y, the other in F. Superficially sounded like what you ran into here.
Either way, I would baby sit the reservation and, once you have any proof of your F reservations, DO NOT leave the check-in desk unless either you have your F boarding passes OR you get the check-in agent call the gate and confirm your upgrade.
Pardon my ignorance, do you have the contact of 1K voice? Thanks!
Last edited by iluv2fly; Oct 1, 2012 at 6:55 pm Reason: merge
Oct 1, 2012, 6:46 pm
#13
Join Date: Sep 2010
Programs: UA -GS 4.5 MM, Marriott Gold, Hyatt Discoverist, Hilton Diamond
Posts: 116
Yes, I did... when I thought the upgrade had been cleared... at the check in they told me it had been cleared, at the gate they told me it had never been cleared... the weird thing is that my seat (6C) was showing on the screen as just 3rd out of 4 given away at the gate...