Yes, I replied requesting clarification
their response made no sense and appears to be wrong

How long was the layover at DEN?

What did it say during the PlusPoints application process? (It should have provided a prospective total).

The layover was less than two hours. It is a trip that I have taken several times recently.

I don’t recall what the receipt said.

In that case, follow-up is in order. That should definitely be 20 points total.

I have had issues with this before and usually United is pretty quick to fix them once I bring it to their attention. I was just a little taken back by there in comprehensible reply.

It happens, I still find phone calls to MPSC works the best and are the fastest way to handle these issue where the point isn't getting across.

I got a reply back that I was able to understand

apparently, since my den-ogg flight was delayed for over an hour (we were already on board and this is the only flight of the delay) - it triggered their “stop over” exclusion policy for using PP on a multi-segment trip

she returned the extra 20
i asked for clarification on the details of the policy

looks like I need to read up on that a little more

hmmm

This doesn't make a lot of sense to me. Never seen UA use anything other than 'scheduled' flight times for MP purposes :confused:. Guess the OP got the +Ps back, so nothing to solve here.

While I am happy that I got my points back without too much effort, I am perplexed by the rule regarding layovers has I cannot find anything obvious on the website regarding that policy.

I don't remember in which thread, but I saw some other reports here that people had their pluspoints double deducted in error, for example having 40 points deducted when clearing for Polaris weeks before the flight, then having 40 deducted again on the day of the flight when it departs. I will guess it is that same problem that occurred for you, and it's not related to a policy about layovers. The things the agent replied about were mixed up and not accurate. Having a delay that doesn't result in rebooking never should affect the upgrade request.

meijiem - I agree, but in my particular case the reply back from 1kV specifically commented about the delay in the flight (which was only about an hour) being considered, the system, a layover as the cause. I have seen some comments here (sorry, dont have the energy to go thru 184 pages of this thread) about layovers/stopovers - but cant find anything in the policy.

IIRC, any connection on a domestic itinerary over four hours is considered a “stopover”. Which would probably lead to 20+20 deduction. Why it took the delay into account, I have no idea.

I book these fairly often when I come back from Hawaii since I detest red eye flights and it always is 20+20 for me (HNL-SFO-ORD, for example, with 4+ hours in SFO).

From my experience, usually it's just any scheduled break between flights of over 4 hours that will cause the system to want separate upgrade requests for them. Occasionally it messes that up, and you will see it when you put in the request, but almost always it uses that logic.

I don't think the agent replying knows exactly what happened and was just looking for some reason to give.

I used all of my PlusPoints this year(just counted again to make sure I'm not going crazy) and after my last return flight from Japan where 90 +Ps cleared for an R->J upgrade for three of us the request went from pending to gone and the +Ps are still showing up in the account(never deducted when the upgrade cleared)... Flight was on the 27th. Should I expect that to fix itself or is this a glitch I can take advantage of? I don't have any more flights before 1/31 but I'd happily give them away on FT.

I think it's a glitch, but I'd forewarn any recipient(s) of your donation that there's a small chance the upgrades could get clawed back.