I just got off from a phone conversation with a rather rude UA agent... and she informed me that upgrade priority is according to following:

UGS(or USG, i don't know) and 1K are always on the top list for upgrades then comes 1P and 2P... etc. But what I didn't understand was that, according to this agent, UA will give operational upgrades to 1K and UGS before those on the upgrade waitlist. Is this true??~! She added that this is because 1K and UGS pay more and fly more than me.... which I know for fact and she didn't have to lecture me.

So, basically, according to this lady, I, who have put in 30000 miles for my M fare ticket to Singapore, would have less priority than the 1K and UGS who are operationally upgraded. Does this seem fare to you?

I am not here to say that I, a 1P, deserves upgrade more than 1K or UGS. Also, it is a fact that those who fly more should deserve more. 1P isn't much, I guess, but it at least deserve little recognition, which I often get, but not today. She basically ticked me off badly and treated me like someone without status flying on a cheap fare.

I like flying United, but this is no way to treat their loyal customers, don't you think?

I have also heard that some UA gate agents can put some comments on some ridiculous customers for future reference. Is this acceptable and possible in anyway? What do you guys think? Have you heard something like this before?

Sorry for all the complaining.... perhaps I should just fly more to get that stupid 1K status. Last year I was short by 20K. This year, I am going to be like 10K short. So much for flying exclusively on United... perhaps I should go to Northworst or AA.


Frustrated,


HJS

Go for the 1K. I may get shot at for saying this, but I think airline programs are quickly becoming focused on a two class program; top tier, and everybody else.

In my experience they will upgrade all on the upgrade list before doing operational upgrades. If you are willing to pay for the upgrade, why should they give it away? The agent was pissed about something and took it out on you. Of course there may be GA's that do it their own way, but they are taking a chance of being disciplined for not following policy.

If there is a UGS/1K on the upgrade list, even if on a lower fare than you, they will get the upgrade before you. Status trumps. And a GA may "forget" to collect the cert/miles/etc. from them as a favor because they know they will be doing op-ups. But forgetting does not happen as often as some on this board would have you believe. Maybe twice in my 5 years as a 1K. And I have never been given a "operational-upgrade" (other than the 2 forget to collect) as I always put in for the upgrade and they want the payment in whatever form before they give it away.

Yea, I didn't understand her reasoning there... I am sure it would upset you if someone got a free upgrade before you (when you are paying for the upgrade, whether it is with miles or $). These people have to be professional and I can't believe she acted in such way... perhaps me being some 24 year old Prem Exec might triggered her reaction? I don't know. But now, I can only think about either 1) switching my business to NWA (since they fly to Korea) or 2) continue my loyalty with UA and get that stupid 1K status. The only problem is that, for this year, I will fly enough to become top level in NWA program, but only 1P with UA. Oh well.... what can I do... I have already flown enough on UA that it's going to be difficult to switch to NWA this year. perhaps I will reconsider this issue beginning of next year and have NWA match my status as a starter. I am definately disappointed at UA today... despite having had some good experiences (people say often it only takes one bad experiences to ruin all the positive things about someone or something). Again, I apologize in advance for my complaining.

I think that you either misunderstood the agent or the agent gave you the wrong info (certainly wouldn't be the first time!). Prior to day of departure, there are two waitlists for upgrades, the "PA" and "PB" waitlists. Although it is controversial here who gets on which, consensus is that if upgrading using SWU's you are placed on PA, on miles PB. The order of clearing is all on PA clear before it goes to PB and within each WL, it is cleared by order you were put on the waitlist, without regard to status or fare class.

Day of departure this all changes to Departure Management priority, which is organized by status first, then fare class, then other tie-breakers. In any case, nobody gets a free operational upgrade until all people willing to "pay" for their upgrade are cleared and then only if they have to take people out of coach because it is oversold. There are many, many threads on this topic in FT if you want to do a search.

One last note, if you learn one thing from FT and this applies to most airlines:

If you don't like what you hear or it doesn't sound right, politely hang up and call back.

There are some great UA reps and there are some lousy ones, just like anywhere else. Don't base your experience on one person.

That's better... she didn't misunderstand me as I explained her as clearly as I can. It is one thing for her to tell me about the UA procedure on priority list etc, but it is another thing for her to tell me that 1k and UGS fly way way way more than I do. Wouldn't you think that I would know that considering I have been with UA for 5 plus years and having been 1P for past four years?! That's the part I am angry about.

You are absolutely right about that this is only one time story. I definately have had many good experiences on the phone line with UA agents who were not only accomodating but also patient through my crazy requests for difficult itineraries. The bottom line is that I have stayed with UA because 1) they fly to ICN with more convenient schedule compared to NWA 2) much better Frequent flyer program compared to NWA (though 125% mileage bonus is tempting), 3) better seating options for premiers, and 4) often good pricing and connections, not to mention their B777s and B767s with PTVs in economy. I will definately be looking for the promotions this winter to qualify for 1K. I am usually opposed to mileage runs (because it's often pointless and you end up spending more than you want), but I guess I might need one mileage run to singapore (on my way to ICN in August ... stupid but may be necessary to qualify for 1K) or some other long destination.

By the way, if you need to travel from Singapore, I found a great travel agent which has many many special fares to a lot of destinations around the world. Try www.airfares.com.sg (or search Misa Travel). Use them when you are traveling to Singapore from the US and need to fly to another destiation. They are very helpful.

HJS

"consensus is that if upgrading using SWU's you are placed on PA, on miles PB. "

Any difference if its with CR-1s or 500 milers?

Since the question was about int'l I used SWU. From what I've read here, I believe CR-1's also get you on the PA, 500 milers on PB.

When it comes to matters of how things are worked at the airport please don't listen to the reservation agents. First of all, the vast majority do not have access to ACI (the system that generates the DM list and is used at the airports), in reservations only service directors have access to it. Most of the rez agents wouldn't know a DM list if it hit them in the face. Given that, they are very unaware of the gate agents job, I'm not putting them down, it's just something they don;t have training on because basically they have enough to learn about fare rules etc.

See information provided by SEA_Tigger.

Any idea where the Complimentary Y/B upgrade falls? PA or PB?

ummm... no. 'Nobody' and 'only if' are pretty extreme words.

Free op-ups happen in the most random of moments. Not too long ago, I was checking my mother-in-law into a (full all around) flight. We were there a few hours in advance, as she wanted it, and long before the DM was being worked. And right there at the front counter, we were told that she's going to sit up front because "her connection is tight". She was a MP member and I was 1P. She was elated.

Never never never think you won't get op-upgraded. Good people want to help good people. Good people get op-up-ed.

(total aside, and note to end of story, her father retired from a 35+year career with UA in accounting / controlling. She told me of stories of how she used to get college summer jobs where they would sit in a conference room, review/audit tickets and see if customers *overpaid*. Then they would issue apology letters and refunds. This was probably in the late 50's/early 60's. Anyone remember regulation? I figure this itself was a good reason for the free -up.)

Almost right. I am a 1K and have been told numerous times if I use miles I will be on the PB list. Don't know about UGS but I suspect the same thing.

OK fine, let me amend that to: standard operating procedure on United is that operational upgrades are not given to UGS/1K's for no reason. Is there ever an exception? I'm sure there is. Never meant to imply otherwise. But the OP's information was that UGS/1K's were routinely and as a matter of policy given free op-ups when others were still on the waitlist and that is definitely not the case. Even in your story, I would assume that the agent who gave your family member the op-up did it because there was upgradeable space available with no one on the waitlist. Otherwise, her actions are highly questionable.

Oh were it so simple.