EWR agents refused to add companion to the upgrade list
May 30, 2022, 2:11 pm
#16
Original Poster
Join Date: Oct 2021
Programs: UA Silver, HH Gold
Posts: 66
Ah, gotcha. So that's the move next time. I wasn't familiar with these nuances. Thank you.
Last edited by WineCountryUA; May 30, 2022 at 3:34 pm Reason: merged consecutive posts by same member
May 30, 2022, 4:20 pm
#18
FlyerTalk Evangelist
Join Date: May 2007
Location: Houston
Programs: UA Plat, Marriott Gold
Posts: 12,693
As a matter of customer service, it's lousy that UA still has these system limitations requiring PNR splits for upgrade chances and then resulting loss of companion upgrade benefits on future segments.
May 30, 2022, 4:33 pm
#19
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,856
May 30, 2022, 5:00 pm
#20
Join Date: Jan 2005
Location: New York, NY
Programs: UA, AA, DL, Hertz, Avis, National, Hyatt, Hilton, SPG, Marriott
Posts: 9,454
Many experienced agents took early outs during the pandemic, which caused to vanish a lot of institutional knowledge and familiarity with "native" SHARES, through which a command can be manually entered to add an off-PNR companion (of a given status tier) to the upgrade list at the airport. This was the approved method for companion upgrades (Gold and higher) in the CO days. Thus, most agents who are familiar with the process are former CO, but plenty of UA people picked it up in the post-merger timeframe as well. Now, with newer agents who are substantially only trained on the GUI overlays, which automate most functions but do not provide for manual, off-PNR companion upgrades, there are fewer agents who are able to do this.
Moral of the story: it's still technically possible but not actually an approved/published way to list companion upgrades. Grab bag/YMMV with agents.
Moral of the story: it's still technically possible but not actually an approved/published way to list companion upgrades. Grab bag/YMMV with agents.
May 30, 2022, 8:21 pm
#22
Join Date: Jul 2003
Location: SFO
Programs: COdbaUA Platinum 2MM
Posts: 5,532
Your point about the written benefits is well taken. It's just been nice being able to share some of my elite benefits with my companion.
The app seemed to ask me if I wanted to be added to the upgrade list at all. I wasn't aware that I could refuse and possibly still get us upgraded. I would have preferred not to split us as the goal was always to sit with her, as I did in economy plus once I refused the upgrade at the gate.
The app seemed to ask me if I wanted to be added to the upgrade list at all. I wasn't aware that I could refuse and possibly still get us upgraded. I would have preferred not to split us as the goal was always to sit with her, as I did in economy plus once I refused the upgrade at the gate.
Jun 27, 2022, 10:05 am
#27
Join Date: Mar 2014
Location: PWM
Programs: AA Plat
Posts: 1,335
The main question which I don't see addressed is was this revenue or award?
If revenue, then yes you can waitlist per policy and aero will allow it.
If award, then no. I believe if you had cleared prior to 24 hrs (obvi not possible for a silver) you could both be upgraded. Not a published benefit. But once you split, you cannot rewaitlist the companion, at least thru official channels. Speaking from experience here. With that being said, agents can upgrade anyone for any reason.
ETA: Sorry for late reply. I have a backlog of FT posts to read after an extended vacation. haha
If revenue, then yes you can waitlist per policy and aero will allow it.
If award, then no. I believe if you had cleared prior to 24 hrs (obvi not possible for a silver) you could both be upgraded. Not a published benefit. But once you split, you cannot rewaitlist the companion, at least thru official channels. Speaking from experience here. With that being said, agents can upgrade anyone for any reason.
ETA: Sorry for late reply. I have a backlog of FT posts to read after an extended vacation. haha
Jun 27, 2022, 10:14 am
#28
Original Poster
Join Date: Oct 2021
Programs: UA Silver, HH Gold
Posts: 66
The main question which I don't see addressed is was this revenue or award?
If revenue, then yes you can waitlist per policy and aero will allow it.
If award, then no. I believe if you had cleared prior to 24 hrs (obvi not possible for a silver) you could both be upgraded. Not a published benefit. But once you split, you cannot rewaitlist the companion, at least thru official channels. Speaking from experience here. With that being said, agents can upgrade anyone for any reason.
ETA: Sorry for late reply. I have a backlog of FT posts to read after an extended vacation. haha
If revenue, then yes you can waitlist per policy and aero will allow it.
If award, then no. I believe if you had cleared prior to 24 hrs (obvi not possible for a silver) you could both be upgraded. Not a published benefit. But once you split, you cannot rewaitlist the companion, at least thru official channels. Speaking from experience here. With that being said, agents can upgrade anyone for any reason.
ETA: Sorry for late reply. I have a backlog of FT posts to read after an extended vacation. haha
Thanks for the additional information about award flights.
Jun 27, 2022, 10:35 am
#29
Used to be MBS PremExec
Join Date: Sep 2000
Location: Saginaw, MI (MBS)
Programs: UA 1K 1.9MM, Marriott Titanium w/Lifetime Plat, Hilton LIfetime ♢, National Exec, Amex Plat
Posts: 5,722
FYI, this is also why I always book one-ways when I have traveling companions, I've got upgrade potential and the price is the same (most of the time). If split on the outbound, there's no worry about the return. Doesn't help the OP here, but some advice for future bookings.