Upgrade Shenanigans? [Consolidated]
#16
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 67,771
#17
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
#18
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 67,771
A good agent comes prepared with #2 and #3 and handles the BP afterwards.
#19
Join Date: May 2018
Location: Latin America and USA
Programs: UA 1K, Marriott Gold
Posts: 464
Thanks WineCountryUA and HNLbasedFlyer. When I contact 1kvoice, what might I expect? Some sort of compensation? A form letter apologizing but offering nothing?
I realize an upgrade is a privilege. I'm not trying to rock the boat. But the way things went down seemed a little uncaring from the customer perspective.
I realize an upgrade is a privilege. I'm not trying to rock the boat. But the way things went down seemed a little uncaring from the customer perspective.
#20
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 57,284
I would as well. There will be a record how this was handled. My guess is the GA never recorded the gifted upgrade, and that it will show that seat flying empty.
I wouldn't expect anything. I'd be happy with a genuine apology. A travel credit would be a bonus.
I wouldn't expect anything. I'd be happy with a genuine apology. A travel credit would be a bonus.
#21
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,317
I would guess it's more likely the GA never "downgraded" the declined-upgradee particularly if it was close to door close so the records would show that the passenger who "should have" been upgraded (as #1 on the list) was actually upgraded and there was no seat for #2 to be offered -- if I am remembering correctly that was what happened with my shenanigan -- and of course UA isn't going to contact that passenger to confirm whether or not they took the upgrade ("our records show you were in seat 4B. WERE YOU? TELL US NOW WERE YOU?")
#22
Join Date: May 2018
Location: Latin America and USA
Programs: UA 1K, Marriott Gold
Posts: 464
I would guess it's more likely the GA never "downgraded" the declined-upgradee particularly if it was close to door close so the records would show that the passenger who "should have" been upgraded (as #1 on the list) was actually upgraded and there was no seat for #2 to be offered -- if I am remembering correctly that was what happened with my shenanigan -- and of course UA isn't going to contact that passenger to confirm whether or not they took the upgrade ("our records show you were in seat 4B. WERE YOU? TELL US NOW WERE YOU?")
#23
Join Date: Sep 2014
Posts: 2,536
Out of the many dozens of reports of shenanigans I've read on FT, this sounds the most like an actual shenanigan.
But it sounds like the GA was just in a hurry to get the flight out on time and hadn't prepared for the upgrade to be declined so didn't have name/seat of 2nd on the list -- so just a minor mistake with no time to recover, rather than maliciously violating policy to help their friend or whatever.
But it sounds like the GA was just in a hurry to get the flight out on time and hadn't prepared for the upgrade to be declined so didn't have name/seat of 2nd on the list -- so just a minor mistake with no time to recover, rather than maliciously violating policy to help their friend or whatever.
#24
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,724
This morning I flew DEN-SFO. I was #2 on the upgrade list, with front cabin booked 20/20 and checked in 19/20. I settled into my row 10 seat and the gate agent comes on the plane with a boarding pass for Mr. #1 on the upgrade list, who I noticed showed as cleared in the app. I heard #1 decline the upgrade, but did not hear his reason.
I got excited, since the app said I was next. However, instead of upgrading me, the staff member (not sure if gate agent or flight attendant) upgraded somebody else who was dressed in a United uniform and appeared to be a commuting pilot. I tried to get her attention but she either did not hear me or ignored me.
Shenanigans? Is there any circumstance where this situation would adhere to policy? Should I contact 1K voice, or would that just be a waste of my time?
I got excited, since the app said I was next. However, instead of upgrading me, the staff member (not sure if gate agent or flight attendant) upgraded somebody else who was dressed in a United uniform and appeared to be a commuting pilot. I tried to get her attention but she either did not hear me or ignored me.
Shenanigans? Is there any circumstance where this situation would adhere to policy? Should I contact 1K voice, or would that just be a waste of my time?
#25
Join Date: Sep 2006
Location: ORD
Programs: United Plat 2MM, Hilton Gold
Posts: 2,727
Many, many years ago, when upgrades were mostly electronic but paper coupons were still around, this happened to me. I was told I was #1 on the upgrade list, C went out full, and when I wrote UA, to get my SWU back, they told me "our records show you were in that seat". I pushed back, they said they'd look into this, and without any admission of wrongdoing on UA's part got two paper SWUs in the mail a few weeks later.
#26
Join Date: Nov 2012
Posts: 208
The official policy is: "If first class or business class was not available at time of booking, deadheading United pilots will be eligible to be placed on the upgrade list ahead of revenue, NRPS and NRSA customers"
looks like the name you saw on the list ahead of you was the placeholder name for deadheading pilots. that booking was cancelled and replaced with the DH pilot about 25 seconds later.
I don't know anything about who declined the upgrade offer, but the upgrade correctly went to the person that it was always intended for. just a late name-swap.
please see above
#27
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
Anyway, I've always thought of shenanigan's and the spirit of this thread to be deliberate actions to upgrade friends/employees purposely. I see a good faith effort by the gate agent to go #1 - he/she declined. I doubt that happens very often -sure, the Gate Agent could have come armed with names #2, #3 as backup but that seems like overkill to me.
I think what could have done is #2 say something like and loudly - hey, I'm #2 I'll take it.
#30
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,837
Access to audit trail, I believe.
Is it possible the first person the GA talked to wasn't actually declining an upgrade? I have seen GA's offer farther-back aisles to SBY assigned middle seats after the no-shows are removed, for example, and sometimes they take it by sometimes not.
This morning I flew DEN-SFO. I was #2 on the upgrade list, with front cabin booked 20/20 and checked in 19/20. I settled into my row 10 seat and the gate agent comes on the plane with a boarding pass for Mr. #1 on the upgrade list, who I noticed showed as cleared in the app. I heard #1 decline the upgrade, but did not hear his reason.
I got excited, since the app said I was next. However, instead of upgrading me, the staff member (not sure if gate agent or flight attendant) upgraded somebody else who was dressed in a United uniform and appeared to be a commuting pilot. I tried to get her attention but she either did not hear me or ignored me.
Shenanigans? Is there any circumstance where this situation would adhere to policy? Should I contact 1K voice, or would that just be a waste of my time?
I got excited, since the app said I was next. However, instead of upgrading me, the staff member (not sure if gate agent or flight attendant) upgraded somebody else who was dressed in a United uniform and appeared to be a commuting pilot. I tried to get her attention but she either did not hear me or ignored me.
Shenanigans? Is there any circumstance where this situation would adhere to policy? Should I contact 1K voice, or would that just be a waste of my time?
Last edited by WineCountryUA; Jul 9, 2021 at 11:45 pm Reason: merging consecutive posts by same member