Extend Premier Exec status? No way!!
 

Sorry, I have to vent!

I called up Mileage Plus service center the other day and asked if there would be a possibility of an extension of my Premier Exec status. I originally received Premier Exec status as a comp from USAir Chairman's several years ago, and then made it as Prem Exec lite the year after, so I didn't requalify under the alternative program this year and was downgraded to Premier.

Last year I flew 35K+ miles or so but had several trips planned to DEL (one booked, and several not yet booked) in addition, which would have been on UA until UA cancelled their DEL service post-9/11. I also have 8K+ miles to date this year on United and have also had mega-customer relations issues with United last year (too numerous to get into -- horrible experiences on a trip to BKK, horrible experiences with res. on my DEL trip post-9/11 which resulted in me having to rebook on another airline entirely...) which have never been resolved satisfactorily.

So MP Customer Service was very nice about it and said it was out of their control, and I should talk to MP Customer Relations. So I called them, explained the situation, and asked if they would consider extending my status or perhaps putting me on a Premier Exec challenge?

Seems like a reasonable request, right? I honestly did not expect yes as an answer, but thought I'd ask anyway.

The rep at customer relations wouldn't even listen to me. As I was telling her all of the above, she cut me off and said "No sir, we can't extend status if you don't fly the requisite miles, period" I asked about comp based on US status again. She said a new policy was instituted in 7/2001 that comps based on other airlines would be one time only (of course that policy wasn't in place when I got the first comp, or maybe I wouldn't have taken it).

I asked if there was someone I could write to consider it further (or at least allow a challenge) given my proposed trips to DEL and the other issues I've had. She said to me, with characteristic United rudeness, "You can do whatever you want, sir, but your request has been considered and denied."

This is the problem with United.

Again, I have no expectation that they will hand me Premier Exec status for free and was perfectly willing to earn it by myself this year, and I would have accepted a no quite easily.

But you can say the same thing and say it in a professional way -- or you can be totally hostile and completely piss off a perfectly reasonable customer and give them a sense that you just don't care.

I had 3 post 9-11 UA flights to DEL. Let us just say I had mucho customer relations problems too. I have flown 96,000 Star Alliance Miles in 6 months and would have had 100,000+ if it was not for UAL canceling DEL. I did not get 1k and I did not get any Premier Executive bonus miles for my re-routed flights on non UAL and sometimes even non Star Alliance carriers. I did not even get my UAL base miles in some cases, despite sending in 3-4 requests.

I think AA is so much better and as an EXP that flew 120k miles on AA, they are great.

The remainder of my business and leisure travel will be on OneWorld and AA now. While UAL will get just what I need to give them until they straighten out this stuff.

It's better to have you "pi**ed off" than to have the REALS "pi**ed on"!!!

Really? Didn't you just say that you did not accept a no?

And, if you really had no expectation of getting it, why bother asking (and asking how to appeal)?

IT JUST AIN'T FARE (fair)!!! I wouldn't fly "No stinkin UA" either. I suggest you both "DO" AA & CO--- They're alot better!!! http://www.flyertalk.com/forum/wink.gif

If the rep you spoke with was rude there is no excuse. And, based on your verison of the conversation your matter was not handled with the appropriate tact. Had it been handled better I assume you would not have left the conversation feeling the way you do. However, I would not term it as "with characteristic United rudeness". It is an individual with poor customer communications skills.

As to your specific request, put yourself in UA's position. People call them daily, some of whom did not re-qualify for (pick a level)requesting another status comp, claiming they will (empahsis mine) fly alot in the upcoming months. This is why there are qualifying guidelines. It makes it clear and fair to all. I can imagine complete chaos if this decision was left up to the individual customer service rep. The criteria would be a moving target.

I know that I sometimes get defensive when I ask for something and get told no. A rejected request handled tactfully and diplomatically helps smooth over that rejection. I actually appreciate people who can tell you no but you leave feeling satisfied.

BTW, I am unaware of any status challenges in the UA program. I know AA has one but not UA.

How many threads are going to discuss the lack of being able to receive a status that was not earned, and then blame it on rudeness. Let's not "even go there" UAL screwed up with there "Lite" wavers the past two years. I also called UA 5 years ago and asked for a "comp." @ 94,000 miles to 1K. The answer, (rudely) "These people work hard for that level. No sir, you must earn it." Ever since that day, no asking for "comps" and we've both paid for everything we get---both 1-k's (over 150,000 miles apiece each year). Was I "pissed off"-Nope!---Did I ask for sympathy-Nope!---Did I "shoot the messenger-Nope!---Did I threaten to change to another airline-Nope! What did I do?-I paid for everything I got and didn't "bit*h"!

Don't be mistaken to believe that there are 100% no comps to 1k level. I've been told that if your a big exec in certain companies that give UA big business (as a company, not necessarily as an individual) the UA corp sales rep can get 1K for certain people.

i have the right to ask and united has the right to say no. as a service business, they should do so professionally. that's ALL i'm saying. i didn't demand extension of my status, i did not threaten to switch to another airline, i just asked the question.

i agree with jeffs that an airline should have policies and individual agents shouldn't bend those policies at their discretion --i thought united might do challenges (as aa does and us does), but obviously they don't. that's fine w/me.

for the record i have a friend that just this week called for an extension of his premier status. he flew 10-15K miles last year, so was dropped from premier, but has flown a considerable amount this year to date so far. united extended his premier status, NO QUESTIONS ASKED. so clearly the policies are flexible according to circumstances.

i have experienced an unusually high level of rude customer service from united (this particular conversation is nothing!), particularly from their customer relations group. that is why i term it characteristic -- others will have different experiences.

i still fly united because they often go where i need to go and their in-flight service has always been just fine.

I don't think anything the rep said was rude. Now, it certainly wasn't something that would create warm fuzzies, but it wasn't rude.
The rep informed this guy that his request had been considered and denied. It's a very Joe Friday response. But it's not rude.

Whatever the circumstances, rudeness is never excusable. I'm sure (like others have said) that the rep could have done a much better job of saying "no" and making you satisfied (somewhat). That being said, I think that they want to keep the upper and mid tier elite levels more exclusive than the lower, which may be why your friend's 2P was extended. UA has probably received A LOT of complaints from 1Ks and 1Ps about the "lites" and this year's "secondary qualification."

Definition of "RUDE"---Living in a city that is served by an airline that won't give you something that you didn't pay for & don't deserve.

Definition of "Whale"---Getting "comped" because you have the potential to spend alot of money for an airline ticket & they want your business.

Definition of "Lite"---UAL putting a "saucer of cream" out & the "Cats" won't leave!


Definition of "Snivler"---Not having the "Dinero" to be a "Whale".

Definition of "Premier"---A guy that runs to the front of the line, shouting "out of my way premier coming thru".

agreed tennen -- 2p is different from 1p, the airlines should not apply the same policies to the different levels.

mdtony: to say "you can do whatever you want, sir,..." is rude. i would never talk to one of my customers that way. period.

tufbear -- have you actually seen someone say "out of my way premier coming through?" http://www.flyertalk.com/forum/smile.gif

[This message has been edited by kv99 (edited 03-01-2002).]

[This message has been edited by kv99 (edited 03-01-2002).]

Yep!!! & they were "rude"!!!

great, i think i will start to use that line when i show up at the airport now that i'm a premier. i will say it with characteristic premier rudeness.