IRROPS policies for UA customers: 2013 and beyond.
Jan 11, 2013, 4:14 pm
#16
FlyerTalk Evangelist
Join Date: Sep 2003
Location: Honolulu Harbor
Programs: UA 1K
Posts: 15,026
I hope I get IRROPed next week! And get an representative who is aware of the new policies!
"I've also been rebooked into Y the few times I've had an issue...must be the new culture"... This has happened to me several times and is not new. Not sure how it's triggered, or if it's just discretion, but got the Y bonuses.
"I've also been rebooked into Y the few times I've had an issue...must be the new culture"... This has happened to me several times and is not new. Not sure how it's triggered, or if it's just discretion, but got the Y bonuses.
Jan 11, 2013, 4:35 pm
#17
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,068
The previous IRROPS policies were reasonable. They were just not consistently applied, and many had a fear of OALs, even though they were expressly allowed.
But even the best policies won't overcome SHARES' issues. If it takes 15 minutes to rebook/reissue a ticket, that's still a problem.
But even the best policies won't overcome SHARES' issues. If it takes 15 minutes to rebook/reissue a ticket, that's still a problem.
Jan 11, 2013, 4:39 pm
#18
Join Date: Jun 2005
Posts: 4,645
The previous IRROPS policies were reasonable. They were just not consistently applied, and many had a fear of OALs, even though they were expressly allowed.
But even the best policies won't overcome SHARES' issues. If it takes 15 minutes to rebook/reissue a ticket, that's still a problem.
But even the best policies won't overcome SHARES' issues. If it takes 15 minutes to rebook/reissue a ticket, that's still a problem.
Minus all the staff that has been reduced so there is hardly anyone at the gate to do the work.
Times 200 PAX.
Not pretty.
Jan 11, 2013, 5:04 pm
#19
Join Date: Dec 2010
Location: WAS-ish
Programs: UA 1K-MM + UC, Marriott Plat, National Exec
Posts: 1,341
sUA agents have a history and culture of serving the customer. I've found that most sUA agents will still break the rules to do the right thing. It's in their blood. But, the fresh new ones who barely have a driving license, and especially the sCO agents, have been brutal in their enforcement. It often seems like they enjoy saying no and exercising their power.
For example, I asked for a SDC at the checkin counter in IND, and got an agent who cheerfully spent at least 15 minutes figuring out a way to do it even though I was clearly SOL according to policy (G fare, and nothing below Q was available). When I thanked her effusively, she said, "Hey, it's good to be Platinum!" and winked.
So there are good customer-focused sCO agents out there. Really. Also, I believe in fairies.
+1.
Jan 11, 2013, 5:40 pm
#20
FlyerTalk Evangelist
Join Date: Mar 2008
Location: body: A stone's throw from SFO, mind: SE Asia
Programs: Some of this 'n some of that
Posts: 17,263
I look forward to having only limited experience in dealing with these new IRROP policies. I know, it's a long shot. 
Jan 11, 2013, 6:02 pm
#21
Join Date: Sep 2003
Location: LAX
Programs: UA MM | BA Silver
Posts: 7,193
I've been rebooked a little less than a dozen times due to IRROPs after the switchover, usually in Y. I have not had a problem. However only once did I receive the Y fare bonus when the miles posted. Surprised to hear that still comes through for others.
Jan 11, 2013, 6:08 pm
#22
Original Poster
Join Date: Aug 2010
Location: SF Bay Area
Programs: MileagePlus
Posts: 412
The biggest issue that I have picked up from conversations on this topic is the refusal of agents to provide a reasonable range of alternatives, whether that means going with another carrier, or whether that means going with UA metal at a higher fare class. In fact, the single most egregious change I've seen discussed was that you can only fly in same fare class. So, if you bought an S fare, and your flight was cancelled, and the next available UA metal seat with an S fare is 3 days out, then you have to sit and wait 3 days to get on that flight, even if there is a UA flight leaving with an empty seat in 40 minutes, but it only has B buckets left on it.
Can you comment on how this scenario is treated under the new guidelines?
Can you comment on how this scenario is treated under the new guidelines?
Jan 11, 2013, 6:15 pm
#23
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,172
Jan 11, 2013, 6:27 pm
#24
Suspended
Join Date: Mar 2009
Posts: 981
what about weather overnight delays for 1k? to me that's very key - hotel vouchers?
Jan 11, 2013, 6:27 pm
#25
Original Poster
Join Date: Aug 2010
Location: SF Bay Area
Programs: MileagePlus
Posts: 412
Maybe other FTer's can comment on pmUA IRROPS flexibility.
Jan 11, 2013, 6:30 pm
#26
Join Date: Feb 2002
Location: NYC: UA 1K, DL Platinum, AAirpass, Avis PC
Posts: 4,599
Sounds like the old Gordon Bethune "burn the policy manual in the parking lot" move back in '94....which started to be dismantled to "no waivers / no favors" post 9/11.
Jan 11, 2013, 6:33 pm
#27
Join Date: Jun 2005
Posts: 4,645
Financials must be looking grim for them to make such an about face. So, after all, declaring war on customers turns out to be a bad idea. At least they are showing a capacity to learn!
Jan 11, 2013, 6:51 pm
#28
Join Date: Jan 2010
Location: SEA
Programs: UA AS DL Hyatt SPG/Bonvoy HHonors
Posts: 2,008
This is change I can like. pmUA had great flexiblity to book you into any fare class on UA metal, and onto the same ticketed cabin on any other carrier, if it got you to your destination sooner, in the event of IRROPS. That's really valuable when you have an urgent need to be somewhere.
Jan 11, 2013, 7:14 pm
#29
Join Date: Jul 2010
Location: NYC
Programs: CO Platinum/1K, SPG Platinum/Ambassador
Posts: 1,705
pmCO always rebooked in full Y if all that's avail, and if original class of service wasn't avail, they booked whatever was during IRROPS. I've never had a request turned down during IRROPS on them, even in EWR. Hotel vouchers and meal vouchers may be different post-3/3 but rebooking certainly hasn't been. I can't imagine what the big change is.
Jan 11, 2013, 7:18 pm
#30
Original Poster
Join Date: Aug 2010
Location: SF Bay Area
Programs: MileagePlus
Posts: 412
I would hope that the vast majority of hub agents are about as fast in SHARES as they were in FastAir. I grant that if a true ticket re-issue is needed that will require a call to the help desk (no training on how to do it). But if it's just a book and sync operation it should be done in about 30-60 sec once you decided on what you're going to book. UA or OA there is no difference in the time it takes to book and sync.