Downgrading question
Oct 31, 2003 | 8:13 pm
#1
Original Poster
Original Member
Join Date: May 1998
Location: WestChester, PA USA
Posts: 10
Downgrading question
This last week I returned Shanghai-SFO-PHL on an economy ticket that was upgraded using one of my 1K international upgrade coupons. So I had confirmed a confirmed seat in C PVG-SFO and F SFO-PHL.
All was fine PVG-SFO but when I got to the gate for the PHL departure, I was told that there was a last minute aircraft substitution, an Airbus 319 instead of an Airbus 320 and therefore four people originally booked had to be downgraded. And despite my 1K status, I was one of them (as was my wife who was travelling with me).
As "compensation" we were each given a "downgrade coupon" entitling us to a domestic F upgrade.
This does not strike me as "compensation", is it? It seems like I was just being given back what I had already "paid" for. Compensation for the broken promise of the upgrade would mean something additional. The gate agent, when I asked, became quite rude if not also belligerent. So I stopped my questions.
I found UA's customer service to be very unsympathetic. I was told that I was given back what I did not receive. Upon more pressure, I was offered two $75 off but coupons, but when I pointed out they were worthless since I make my bookings on united.com, she decided the "compensation" was worth to UG 500's into each of our MP accounts. And that was that.
Is that the standard practice now in that kind of a situation or was I finessed?
All was fine PVG-SFO but when I got to the gate for the PHL departure, I was told that there was a last minute aircraft substitution, an Airbus 319 instead of an Airbus 320 and therefore four people originally booked had to be downgraded. And despite my 1K status, I was one of them (as was my wife who was travelling with me).
As "compensation" we were each given a "downgrade coupon" entitling us to a domestic F upgrade.
This does not strike me as "compensation", is it? It seems like I was just being given back what I had already "paid" for. Compensation for the broken promise of the upgrade would mean something additional. The gate agent, when I asked, became quite rude if not also belligerent. So I stopped my questions.
I found UA's customer service to be very unsympathetic. I was told that I was given back what I did not receive. Upon more pressure, I was offered two $75 off but coupons, but when I pointed out they were worthless since I make my bookings on united.com, she decided the "compensation" was worth to UG 500's into each of our MP accounts. And that was that.
Is that the standard practice now in that kind of a situation or was I finessed?
Oct 31, 2003 | 8:46 pm
#2
Join Date: Jan 2003
Location: Texas, USA
Programs: 1K MM
Posts: 151
Same incident happened to you two weeks ago when I returned from HKG to DFW. I was down graded from SFO to DFW...no explanation given. After I send E-Mail to 1K desk, they credit me account with three 500 miles upgrades.
Oct 31, 2003 | 8:57 pm
#3
FlyerTalk Evangelist
Join Date: Dec 2002
Location: Seattle, WA, USA
Programs: Bar Alliance Gold
Posts: 16,280
Equipment substitutions happen.
I imagine there were eight revenue First / Business passengers and UGS/1Ks flying on higher fares then you and your wife, which is why you were downgraded and those eight were not.
I'd consider an upgrade cert acceptable compensation, since it covers the "loss" of the upgrade you used your SWU on - so no net loss of upgrade to you.
In similar situations, UA has been nice enough to allow me to take a flight leaving close to the time of my flight that had NF space available, but this mainly works only between hubs where you have a lot of flights.
So I think UA went beyond the "call of duty" for you, and that's good for both them and you.
I imagine there were eight revenue First / Business passengers and UGS/1Ks flying on higher fares then you and your wife, which is why you were downgraded and those eight were not.
I'd consider an upgrade cert acceptable compensation, since it covers the "loss" of the upgrade you used your SWU on - so no net loss of upgrade to you.
In similar situations, UA has been nice enough to allow me to take a flight leaving close to the time of my flight that had NF space available, but this mainly works only between hubs where you have a lot of flights.
So I think UA went beyond the "call of duty" for you, and that's good for both them and you.