Upgrade waitlisted Incorrectly, any Recourse?
Jun 20, 2005, 9:14 am
#1
Original Poster
Join Date: Dec 2002
Location: Orlando
Programs: UA 1K 2MM; HH Diamond; Marriott Gold
Posts: 142
Upgrade waitlisted Incorrectly, any Recourse?
I booked my MCO-ICN-NRT-MCO rountrip a couple of months ago in "H" and requested upgrades each way using miles. The outbound cleared immediately, as did ICN-NRT, but the NRT-MCO was waitlisted. I have continued to call back to check on the upgrade and each time was told it was still on waitlist for my return on 6/30.
However, just yesterday I discovered the the 1K desk had mistakenly put in the upgrade request for NRT-MCO on 6/24 (my outbound date) rather than the correct date of 6/30. (The confirmed economy seating was for 6/30 and clearly in the record as such from the beginning). Each time I called (7-8 times) I specifically asked for status on the waitlist on 6/30 but noone at 1K ever caught the mistake. Unfortunaltely, in the mean time it appears that several other flyers' upgrade reqeusts have cleared NRT-SFO on the 30th (don't know whether they also have 1K status or not) and there are now no upgrades available and the flight is fully sold in business.
Is there any recourse that I have. (The mistake was CLEARLY on the 1K desk side.) I did write to the 1Kvoice regarding this. any other suggestions?
However, just yesterday I discovered the the 1K desk had mistakenly put in the upgrade request for NRT-MCO on 6/24 (my outbound date) rather than the correct date of 6/30. (The confirmed economy seating was for 6/30 and clearly in the record as such from the beginning). Each time I called (7-8 times) I specifically asked for status on the waitlist on 6/30 but noone at 1K ever caught the mistake. Unfortunaltely, in the mean time it appears that several other flyers' upgrade reqeusts have cleared NRT-SFO on the 30th (don't know whether they also have 1K status or not) and there are now no upgrades available and the flight is fully sold in business.
Is there any recourse that I have. (The mistake was CLEARLY on the 1K desk side.) I did write to the 1Kvoice regarding this. any other suggestions?
Jun 20, 2005, 9:28 am
#2
Join Date: Apr 2003
Location: NYC
Programs: BAEC Silver, AA LTP 2MM
Posts: 3,359
You could try asking them to re-route your return onto different flights/dates where upgrade space (or at least the possibility thereof) exists. If the facts as you state them are properly documented in your PNR they might do it without re-faring the ticket or charging you a penalty.
Jun 20, 2005, 9:32 am
#3
Join Date: Apr 2004
Location: Hiding under the trees in Denver, CO
Programs: UA 1K 2.5MM, Marriott Lifetime Titanium Elite, Hilton Diamond
Posts: 4,306
It's unfortunate that the 1K desk consistently made this mistake. The agents are usually very detail-oriented, but my experience is that they don't catch every potential error in an itinerary. Sometimes this is in my favor; sometimes it's not.
You probably don't have any other recourse besides 1K Voice, other than writing a separate letter to Customer Relations that stresses the inconvenience this repeated error has caused you.
You probably don't have any other recourse besides 1K Voice, other than writing a separate letter to Customer Relations that stresses the inconvenience this repeated error has caused you.
Jun 20, 2005, 9:34 am
#4
Join Date: Apr 2004
Location: Hiding under the trees in Denver, CO
Programs: UA 1K 2.5MM, Marriott Lifetime Titanium Elite, Hilton Diamond
Posts: 4,306
Originally Posted by UAL_Rulez
You could try asking them to re-route your return onto different flights/dates where upgrade space (or at least the possibility thereof) exists. If the facts as you state them are properly documented in your PNR they might do it without re-faring the ticket or charging you a penalty.
Jun 20, 2005, 9:56 am
#5
Join Date: Jun 2003
Location: San Jose, CA
Programs: UA 1K, Million Mile
Posts: 39
How could you be on an upgrade list for a flight that you were not scheduled for?
Jun 20, 2005, 11:39 am
#6
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
The obvious question to me--This is not a nonstop from MCO-ICN, right?
I'm assuming that the MCO-ICN and back are direct flights (with a stop en route), as I don't know of any carrier that flies from Orlando to Seoul nonstop. Keep in mind, something that may be 'bogging you down' from the upgrade is the fact that if there's no upgrade space on the domestic portion, they will not split the flight and upgrade to you on the international portion--it is an all-or-nothing situation. Plus, think of the miles/segments you lose because of booking a direct (but not non-stop) flight in lieu of 'connections'.
I'm assuming that the MCO-ICN and back are direct flights (with a stop en route), as I don't know of any carrier that flies from Orlando to Seoul nonstop. Keep in mind, something that may be 'bogging you down' from the upgrade is the fact that if there's no upgrade space on the domestic portion, they will not split the flight and upgrade to you on the international portion--it is an all-or-nothing situation. Plus, think of the miles/segments you lose because of booking a direct (but not non-stop) flight in lieu of 'connections'.
Jun 20, 2005, 12:02 pm
#7
Guest
Posts: n/a
Originally Posted by TDGooldy
I booked my MCO-ICN-NRT-MCO rountrip a couple of months ago in "H" and requested upgrades each way using miles. The outbound cleared immediately, as did ICN-NRT, but the NRT-MCO was waitlisted. I have continued to call back to check on the upgrade and each time was told it was still on waitlist for my return on 6/30.
However, just yesterday I discovered the the 1K desk had mistakenly put in the upgrade request for NRT-MCO on 6/24 (my outbound date) rather than the correct date of 6/30.
However, just yesterday I discovered the the 1K desk had mistakenly put in the upgrade request for NRT-MCO on 6/24 (my outbound date) rather than the correct date of 6/30.
You're a 1K you should know to check your itineraries often on line to verify that things aren't screwed up. By the time you get to 2K however, you have a valid excuse to be senile!
Too many things left out of this to be writting letters IMHO!
Checking "My Itineraries" or requesting an e-mail or a fax in the future may be the answer!
Last edited by TUFBEAR'sback; Jun 20, 2005 at 12:11 pm
Jun 20, 2005, 12:11 pm
#8
FlyerTalk Evangelist
Join Date: Feb 2000
Location: Los Angeles
Programs: UA Plat 2MM. DL Plat, AS MVP
Posts: 12,752
Originally Posted by Jim1542
How could you be on an upgrade list for a flight that you were not scheduled for?
Jun 20, 2005, 12:56 pm
#9
Original Poster
Join Date: Dec 2002
Location: Orlando
Programs: UA 1K 2MM; HH Diamond; Marriott Gold
Posts: 142
Talked to the 1K desk again today and a supervisor sent it over to inventory managment to see what they could do. I requested both opeining up another revenue seat on the existing flight (there were 3 remaining as of earlier today) or the no-charge re-route on a different routing.
The itinerary is as follows each segment booked in "H"
6/24 UA291 MCO-SFO
UA893 SFO-ICN
6/30 UA800 ICN-NRT
UA852 NRT-SFO
UA292 SFO-MCO
The two outbound flights confirmed when upgrades were originally requested as did the ICN-NRT leg. The final two legs were the ones waitlisted, both on the wrong day.
We'll see what happens with inventory managment.
The itinerary is as follows each segment booked in "H"
6/24 UA291 MCO-SFO
UA893 SFO-ICN
6/30 UA800 ICN-NRT
UA852 NRT-SFO
UA292 SFO-MCO
The two outbound flights confirmed when upgrades were originally requested as did the ICN-NRT leg. The final two legs were the ones waitlisted, both on the wrong day.
We'll see what happens with inventory managment.
Jun 20, 2005, 12:56 pm
#10
Join Date: Apr 2004
Location: Hiding under the trees in Denver, CO
Programs: UA 1K 2.5MM, Marriott Lifetime Titanium Elite, Hilton Diamond
Posts: 4,306
Who booked the flights originally? If it was United, they owe you big. I wouldn't let up on them until they make it right.
Jun 20, 2005, 1:07 pm
#11
Guest
Posts: n/a
Originally Posted by zrs70
It's an easy mistake and it happens often.
How could you be on an "Upgrade" list for an incorrect flight and date, and wait weeks or months to verify that it was correct or incorrect?
How could you not know that these things happen all the time if you're a 1K?
How can you just take the word of 1K res agents, usually in Detroit, who 55.52346% of the time could care less if your itinerary is correct or not?
How could you be concerned about your upgrade status and not look at "My Itineraries" on www.ual.com, to verify that things are in fact "CORRECT"?
How come "every time" something goes "hay wire" it's letter writing time?
How come some of the burdon never belongs to the traveler, especially if one is a "road warrior"?
How come???
Jun 20, 2005, 1:13 pm
#12
Join Date: Feb 2001
Location: Austin, TX
Programs: lapsed UA 1K (now a lowly 2P), HGP Platinum
Posts: 9,607
It's a toss-up on whether you can get any accommodation. Generally, no one is very sympathetic about an upgrade problem and no one ever seems to believe that anythign was ever checked on multiple times. 
Good luck with getting something done and getting into C, but I would strongly advise that you personally inspect your itineraries on united.com after booking and periodically leading up to flight time on all international trips.
Good luck with getting something done and getting into C, but I would strongly advise that you personally inspect your itineraries on united.com after booking and periodically leading up to flight time on all international trips.
Jun 20, 2005, 1:43 pm
#13
Join Date: Apr 1999
Location: San Francisco, CA, USA
Programs: Hyatt LT Globalist, Marriot LT Titanium, UA 2.4MM, HH Gold, AS MVPG
Posts: 3,400
Yes, double checking on-line is always a good idea. I had a similiar thing happen, where I had changed dates of a trip and when I double checked it was the right date, but the wrong month for my return flight. Actually making my return flight before my outbound flight.
Jun 20, 2005, 2:33 pm
#14
Join Date: Jun 2003
Location: SFO
Programs: UA1K
Posts: 150
Originally Posted by TUFBEAR'sback
O,K,, I'll finish the statement----
How could you be on an "Upgrade" list for an incorrect flight and date, and wait weeks or months to verify that it was correct or incorrect?
...
How come???
How could you be on an "Upgrade" list for an incorrect flight and date, and wait weeks or months to verify that it was correct or incorrect?
...
How come???
Oh, and if Jim1542's question is as stupid as you seem to think, then we're all in a lot of trouble. I guess one would normally assume that, even with its known flaws, the reservations system simply wouldn't let an agent put in upgrade requests on random flights for which there is no itinerary.
fiat_owner
Jun 20, 2005, 2:56 pm
#15
Join Date: May 2001
Location: exUA1K, UA MM, lifetime UA1P, AA MM, HH Diamond, Marriott Gold
Posts: 3,731
Originally Posted by fiat_owner
Well, it sounds like the OP did call in to check on things. Maybe s/he didn't ask the right question in this particular circumstance, but how could anyone know what the question should have been?
Oh, and if Jim1542's question is as stupid as you seem to think, then we're all in a lot of trouble. I guess one would normally assume that, even with its known flaws, the reservations system simply wouldn't let an agent put in upgrade requests on random flights for which there is no itinerary.
fiat_owner
Oh, and if Jim1542's question is as stupid as you seem to think, then we're all in a lot of trouble. I guess one would normally assume that, even with its known flaws, the reservations system simply wouldn't let an agent put in upgrade requests on random flights for which there is no itinerary.
fiat_owner