I was in Hawaii from 10/22 thru 10/27 with my daughter. I did not have enough miles for 2 RT upgrades, so a 1K flyer I know gifted me a CR-1 for my return flight. This was done electronically via the 1K line. The 1K also sent me a gift letter, "just in case."

When I checked in at HNL I was told there was "a problem with the upgrade" and that the upgrade was "not complete." I told the GA that the upgrade was a gift and produced the letter, which included a signature, the 1K's MP number and her telephone number. The GA said she had to speak to a supervisor and left us standing at the check-in station for 20 min.

When she returned she said that UA would not honor the upgrade because they had to "protect" their members. I asked why UA could not simply call and confirm with the
1K (since her number was included in the letter and could have been compare to the number they had for her) I can't recall what terminology she used, but she basically accused me of fabricating the letter. I tried to reason with her but they just didn't want to honor it. She offered us E+, I had enough for one upgrade so I used miles for F for me and put my daughter in E+.

Prior to speaking with the F/Premier GA, I tried to speak with 3 other GA's who were standing near the check-in kiosk's chatting. Before I got any words out of my mouth they waived me off telling me to use the machine. I'm sorry but this is the second time I have had less than polite service at HNL. I have never dealt with ruder GA's at any other airport. The upgrade issue just frosted me.

I don't know what else I could have done other than have the 1K standing there with me at the gate. I am considering writing a letter, when I cool off.

Be careful out there when gifting upgrades.

If the 1K in question provided you with a cr-1 by CALLING the 1K line, that is not doing it electronically/on-line and DOES require the 1K to personally visit the airport and sign an authorization form. If that's the case, UA was totally correct in denying you.

If the 1K'er requested the upgrade via their online account, then they were incorrect but my guess is the former situation, particularly as you used the "1K line" terminology in your post.

The 1K attempted to do the upgrade electronically and was unable to. When she called the 1K line she was told the upgrade could not be done electronically because I purchased both tickets under the same PNR number. The 1K agent split off my reservation and gave me a new PNR number and applied the upgrade. The 1K asked the agent if there was anything else that she needed to do and was told no.

Sorry to hear this turned out badly for you .

I also had an upgrade gifted to me, however we didnt have any issues with the SWUs. I also had an email copy of a letter from my friend. Wasnt asked to produce it. To be on the safe side, my friend did sign the blue form at his local airport (just as a precaution).

I've had three uneventful experiences in the last couple months sponsoring a friend using CR1's electronically. No issues whatsoever, and I was amazed at how much I could see and manipulate in their account (a GM). The fourth time, only one leg cleared in advance, but the agent could see her on the waitlist and she was processed accordingly (did not clear as a GM on an L fare). No questions nor need for supporting documents. I told her to have them call me if necessary. It wasn't.

It's pretty common knowledge (on FT) that, if one calls to sponsor an upgrade, no matter the "why", one must sign the bluey at the airport and should provide some supporting documentation for their sponsoree. If a human touches it, sign the bluey

Sorry to hear about the problems...

Definitely do comment on your perceptions of the CS being meted out at HNL. I haven't been through there in a couple years and always remember every UA station in Hawaii being competent and friendly. Sorry to hear that.

Pat

Sorry to hear of your experience, but, sadly, if the person gifting you the cert didn't go to the airport to authorize it, the outcome was predictable.

Here is a link to the Consolidated How to Sponsor United e-Upgrades Thread. Section 2 of the first post deals with how it should be handled when you're unable to sponsor the upgrade online.

http://www.flyertalk.com/forum/showthread.php?t=258146

Again and again, if one did not upgrade online, then one HAS to go to airport and sign the authorization form. I have to do it for my daughter's upgrades whenever I call 1K desk to upgrade her. BTW, 1K agents always remind me to go to airport and sign the form.