Expert Mode: better upgrade visibility and opt-in to see fare bucket data {Archive}
Sep 14, 2012, 9:31 am
#1
Company Representative, United Airlines
Original Poster
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
Expert Mode: better upgrade visibility and opt-in to see fare bucket data {Archive}
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:
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
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
Shannon Kelly
Director, Customer Insights
United Airlines
Sep 14, 2012, 9:33 am
#2
Join Date: Feb 2007
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That's great that Expert Mode will be re-enabled (opt-in or otherwise). Any time frame when you anticipate that will be available?
Sep 14, 2012, 9:33 am
#3
Join Date: Aug 2008
Location: IAD
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Posts: 292
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.
Sep 14, 2012, 9:36 am
#4
Join Date: Dec 2004
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Posts: 1,499
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!
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!
Sep 14, 2012, 9:36 am
#5
Join Date: Feb 2009
Location: CLE
Programs: UA 1K MM, DL Plat
Posts: 982
Fantastic news!!
Now, wouldn't it have just been easier to plan things out and announce this concurrently with the change a week ago?
Regardless, thanks for pushing this through and letting us know!
Now, wouldn't it have just been easier to plan things out and announce this concurrently with the change a week ago?
Regardless, thanks for pushing this through and letting us know!
Sep 14, 2012, 9:37 am
#6
Join Date: Jan 2005
Location: Maine
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Posts: 706
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.
Sep 14, 2012, 9:37 am
#7
Join Date: Dec 2009
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Thanks for addressing this Shannon and also making a separate thread as it would likely be lost in the other one
Sep 14, 2012, 9:38 am
#8
FlyerTalk Evangelist
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This is one of the best Friday news for a long time!
Thank you for listening to your customers. ^^
Thank you for listening to your customers. ^^
Sep 14, 2012, 9:39 am
#9
FlyerTalk Evangelist
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Originally Posted by UA Insider
This will enable the same level of fare class detail previously displayed to all customers.
Dave
Sep 14, 2012, 9:39 am
#10
Join Date: Jan 2009
Location: IAD
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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?
ETA: Will upgrade and award availability be made available to KVS and EF?
Last edited by njcommodore; Sep 14, 2012 at 9:44 am
Sep 14, 2012, 9:40 am
#11
Join Date: Feb 2007
Location: Suburban Philadelphia
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Kudos to UA for listening to their customer base.
Sep 14, 2012, 9:44 am
#13
Join Date: Jan 2012
Location: SFO
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Posts: 308
Thanks. This is good news.
Sep 14, 2012, 9:47 am
#15
Suspended
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EXCELLENT. UA actually listening to customer feedback and react in a customer-friendly manner.
Now, if only we could bring back availability on EF (perhaps EF could work out a licensing agreement with UA to utilize the data?)
Now, if only we could bring back availability on EF (perhaps EF could work out a licensing agreement with UA to utilize the data?)