upgrading using miles
Nov 27, 2000 | 7:11 am
#1
Original Poster
Join Date: Mar 2000
Location: dallas, tx
Posts: 44
upgrading using miles
I flew LHR - ORD - DFW on a B fare yesterday and requested an upgrade using miles at the LHR RCC. I was told that I'd need 10,000 miles for the upgrade which I knew was okay. But the lady said that while the LHR - ORD upgrade was confirmed, I'd be on a wait list for the ORD-DFW section.
At the gate at ORD, the agent called my name and handed me a FC boarding card. And then asked me for upgrade certificates. I told him that I was using miles. He looked at the computer and said he would need to deduct another 10,000 miles. According to him, the 10 K miles deducted earlier were for 1 segment only. I told him that the 10K was good from London to anywhere in the US regardless of segments. He was pretty rude and said UA didn't hand out free upgrades and that I'd get "what I deserve". At this point, I told him I didn't want the ORD - DFW upgrade and that he should write down the fact that he had not upgraded me because he felt the 10K miles were for one segment only. At this time, another agent stepped in and told this guy that the 10K was good till DFW and that there were no additional miles /certs needed. She handed me the boarding card and waved me on. The guy still didn't agree and complained that I was getting a freebie.
And this when FC had plenty of empty seats !
I am really irritated by this and want to complain and I'd appreciate advice on what my options are.
At the gate at ORD, the agent called my name and handed me a FC boarding card. And then asked me for upgrade certificates. I told him that I was using miles. He looked at the computer and said he would need to deduct another 10,000 miles. According to him, the 10 K miles deducted earlier were for 1 segment only. I told him that the 10K was good from London to anywhere in the US regardless of segments. He was pretty rude and said UA didn't hand out free upgrades and that I'd get "what I deserve". At this point, I told him I didn't want the ORD - DFW upgrade and that he should write down the fact that he had not upgraded me because he felt the 10K miles were for one segment only. At this time, another agent stepped in and told this guy that the 10K was good till DFW and that there were no additional miles /certs needed. She handed me the boarding card and waved me on. The guy still didn't agree and complained that I was getting a freebie.
And this when FC had plenty of empty seats !
I am really irritated by this and want to complain and I'd appreciate advice on what my options are.
Nov 27, 2000 | 7:19 am
#2
Original Member
Join Date: May 1998
Location: CH-3823 Wengen Switzerland
Programs: miles&more, MileagePlus
Posts: 27,043
you did, finally, win all the way through - and the agent lost. why complain?
Nov 27, 2000 | 7:40 am
#3
FlyerTalk Evangelist
Join Date: Sep 1999
Posts: 12,375
From page 9 of the new MileagePlus Member's Guide http://www.ual.com/files/15099DOM.pdf
"When traveling on an upgrade award, a maximum of one stopover en route to
your destination is permitted."
(I think that you probably did not even "stopover" in ORD, but you could have?)
"When traveling on an upgrade award, a maximum of one stopover en route to
your destination is permitted."
(I think that you probably did not even "stopover" in ORD, but you could have?)
Nov 27, 2000 | 7:51 am
#4
In Memoriam
Join Date: Aug 2000
Location: Chicago, IL and Hong Kong - United 1K Since 2000
Posts: 4,344
Same thing happened to me except I got mileage deducted without my consent. I am now contesting that deduction!
I have a feeling we had the same gate agent. Was he a stocky African-American male?
*HighFlyah*
------------------
"Fly High, Fly and STAY *UNITED* - that's the only way to do it."
[This message has been edited by *HighFlyah* (edited 11-27-2000).]
I have a feeling we had the same gate agent. Was he a stocky African-American male?
*HighFlyah*
------------------
"Fly High, Fly and STAY *UNITED* - that's the only way to do it."
[This message has been edited by *HighFlyah* (edited 11-27-2000).]
Nov 27, 2000 | 9:01 am
#5
Original Poster
Join Date: Mar 2000
Location: dallas, tx
Posts: 44
It was an african american male agent but he wasn't stocky.
Rudi, agreed I did get upgraded. But I think the airline needs to do a better job of keeping its gate agents (and other employees) better informed about its own regulations. And he was really rude.
Rudi, agreed I did get upgraded. But I think the airline needs to do a better job of keeping its gate agents (and other employees) better informed about its own regulations. And he was really rude.
Nov 27, 2000 | 10:04 am
#6
In memoriam
Join Date: Mar 2000
Location: IAD, BOS, PVD
Programs: UA, US, AS, Marriott, Radisson, Hilton
Posts: 7,203
Originally posted by Rudi:
you did, finally, win all the way through - and the agent lost. why complain?
you did, finally, win all the way through - and the agent lost. why complain?
Because there's no reason for the agent to be rude when he's wrong.
Because there's no reason for the agent to be rude even if he were right.
Nov 27, 2000 | 10:16 am
#7
Join Date: Nov 1999
Location: Southern California - UA1K, Delta GM, Starwood Gold, Hilton Gold, AA Platinum
Posts: 1,456
I agree.. It is very confusing for someone who does not frequent this Bulletin Board.. you would just listen to the agent and either take the 10,000 mile deduction or miss the upgrade if you did not know the intricate rules....
It is fustrating to get different answers from different people....
It is fustrating to get different answers from different people....
Nov 28, 2000 | 1:31 am
#8
Join Date: Jun 1999
Location: NYC/LA
Programs: DL DM, UA Silver, Marriott Titanium/LTP, Hilton Diamond
Posts: 9,806
This is a little off the original topic, but an interesting experience today regarding misinformation:
I went to the airport to ticket a reservation (I was using a coupon) and asked to be put on the waitlist for an upgrade using 500-mi certs. The CSR adamently told me that there was no way he could put me on the waitlist before the 72-hr PremEx window. When I interjected that I am always put on the waitlist and that the computer automatically attempts to clear the upgrades 72 hours in advance, he responded with, "You must have some friends in high places. In 11 years of working for United, I have never heard of this."
!!!
I went to the airport to ticket a reservation (I was using a coupon) and asked to be put on the waitlist for an upgrade using 500-mi certs. The CSR adamently told me that there was no way he could put me on the waitlist before the 72-hr PremEx window. When I interjected that I am always put on the waitlist and that the computer automatically attempts to clear the upgrades 72 hours in advance, he responded with, "You must have some friends in high places. In 11 years of working for United, I have never heard of this."
!!!
Nov 28, 2000 | 1:49 am
#9
Join Date: Nov 1999
Location: Indianapolis, In USA...UAL 1P,
Posts: 131
What a timely topic for me....
I just returned from Singapore tonight and decided to upgrade with miles...(save those systemwides for the W fares
)...Having just checked my statement, they charged my account 25,000 miles Asia-US plus and additional 10,000 miles US Domestic upgrade 
.
I'm thinking your agent in London must work part time in Singapore too...Wow, what a commute!!!
Non the less there will be a friendly phone call tomorrow!
I just returned from Singapore tonight and decided to upgrade with miles...(save those systemwides for the W fares
)...Having just checked my statement, they charged my account 25,000 miles Asia-US plus and additional 10,000 miles US Domestic upgrade .I'm thinking your agent in London must work part time in Singapore too...Wow, what a commute!!!
Non the less there will be a friendly phone call tomorrow!
Nov 28, 2000 | 2:09 am
#10
FlyerTalk Evangelist
Join Date: May 1998
Location: Texas, U.S.A.
Posts: 19,523
INDPremExec, I'm hearing a lot of stories lately about this kind of thing (mainly from readers of the Help Desk).
Perhaps there are some "bugs" yet in this E-Upgrade system or improper training that is accounting for this sudden surge of reports of over-deductions.
I could envision an agent not making the proper notation linking that the domestic portion was part of a TransPacific upgrade award, and the system automatically deducting the additional 10K in error as part of the new system.
I've reported this "trend" and my suspicions to United and have suggested that they look into it.
Suggest everyone keep a sharp eye on your account deductions and E-Cert Upgrade Bank for at least the first 6 months. There are bound to be quirks. Heck, there are still quirks that have been around in other systems for years!
Perhaps there are some "bugs" yet in this E-Upgrade system or improper training that is accounting for this sudden surge of reports of over-deductions.
I could envision an agent not making the proper notation linking that the domestic portion was part of a TransPacific upgrade award, and the system automatically deducting the additional 10K in error as part of the new system.
I've reported this "trend" and my suspicions to United and have suggested that they look into it.
Suggest everyone keep a sharp eye on your account deductions and E-Cert Upgrade Bank for at least the first 6 months. There are bound to be quirks. Heck, there are still quirks that have been around in other systems for years!
Nov 28, 2000 | 12:58 pm
#11
Join Date: Jun 2000
Location: Mahwah
Posts: 22
----------------------------------------
From page 9 of the new MileagePlus Member's Guide http://www.ual.com/files/15099DOM.pdf
"When traveling on an upgrade award, a maximum of one stopover en route to
your destination is permitted."
(I think that you probably did not even "stopover" in ORD, but you could have?)
----------------------------------------
I am about to fly from NY to Auckland, New Zealand and have a stop over in LAX. I had to use miles to upgrade mt domestic portion and then again to upgrade my international portion. Shouldn't the LAX be classed as a stopover and I only pay for one upgrade (all the way through)??
Confused?!
Nick.
From page 9 of the new MileagePlus Member's Guide http://www.ual.com/files/15099DOM.pdf
"When traveling on an upgrade award, a maximum of one stopover en route to
your destination is permitted."
(I think that you probably did not even "stopover" in ORD, but you could have?)
----------------------------------------
I am about to fly from NY to Auckland, New Zealand and have a stop over in LAX. I had to use miles to upgrade mt domestic portion and then again to upgrade my international portion. Shouldn't the LAX be classed as a stopover and I only pay for one upgrade (all the way through)??
Confused?!
Nick.
Nov 28, 2000 | 1:16 pm
#12
FlyerTalk Evangelist
Join Date: May 1998
Location: Texas, U.S.A.
Posts: 19,523
biship,
You may not be the only one confused. Maybe your problem is the very next line on that page:
Upgrade awards are award travel. And although it says for travel that "originates" in New Zealand and entails routing via the U.S., maybe your reservation agent got confused by this and thought the reverse was true?
If your flights are originating in the U.S., I'm almost 100% certain that you would only be required to use one award as long as it's just one stopover (which is permitted as far as I know).
I would suggest calling back and trying another agent.
Good Luck!
[This message has been edited by PremEx (edited 11-28-2000).]
You may not be the only one confused. Maybe your problem is the very next line on that page:
When United Airlines award travel originates in Asia, Australia, New Zealand, Europe or Latin America and entails routing via the U.S., two awards are required: one to/from the U.S., and another between the U.S. and your final destination.
If your flights are originating in the U.S., I'm almost 100% certain that you would only be required to use one award as long as it's just one stopover (which is permitted as far as I know).
I would suggest calling back and trying another agent.
Good Luck!
[This message has been edited by PremEx (edited 11-28-2000).]
Nov 28, 2000 | 1:18 pm
#13
FlyerTalk Evangelist
Join Date: Sep 1999
Posts: 12,375
Biship, I'm pretty naive when it comes to the rules regarding just about anything related to UA M+ (ticketing, upgrades, certificates, etc.), so...As I read the M+ Members Guide one can upgrade selct, discounted economy fare to business, from North America (this still includes NY, but who knows with UA?) to Asia/South Pacific (the guide says this includes NZ!) for 25,000 miles (one way). And an "...when traveling on an upgrade award, a maximum of one stopover en route to your destination is permitted." However I am sure there are some rules that will prevent an easy interpretation?
Nov 28, 2000 | 1:31 pm
#14
Original Member
Join Date: May 1998
Location: CH-3823 Wengen Switzerland
Programs: miles&more, MileagePlus
Posts: 27,043
even with one stopover (> 23 hours 59 minutes) at ORD, your transatlantic award, as long as 'paid' with miles, is valid to your final North American destination, A stopover would only end vouchers (like the systemwide 1K vouchers).
Nov 28, 2000 | 1:38 pm
#15
FlyerTalk Evangelist
Join Date: Sep 1999
Posts: 12,375
While I saw the line...
When United Airlines award travel originates in Asia, Australia, New Zealand, Europe or Latin America and entails routing via the U.S., two awards are required: one to/from the U.S., and another between the U.S. and your final destination.
I assumed that it referred to some sort of award ticket, and not an upgrade award. My mis-understanding, I guess?
So what does this line actually mean?
Let's say Biship is returning AKL-LAX-JFK. Will Biship really need two upgrade awards? An upgrade award for AKL-LAX (originating in NZ, requiring an upgrade award to the U.S.) and still need another upgrade award between the U.S. and the "final destination" being N.Y. So N.Y. is outside the U.S.! I knew it.
When United Airlines award travel originates in Asia, Australia, New Zealand, Europe or Latin America and entails routing via the U.S., two awards are required: one to/from the U.S., and another between the U.S. and your final destination.
I assumed that it referred to some sort of award ticket, and not an upgrade award. My mis-understanding, I guess?
So what does this line actually mean?
Let's say Biship is returning AKL-LAX-JFK. Will Biship really need two upgrade awards? An upgrade award for AKL-LAX (originating in NZ, requiring an upgrade award to the U.S.) and still need another upgrade award between the U.S. and the "final destination" being N.Y. So N.Y. is outside the U.S.! I knew it.