What could have gone wrong on this 1K/Plat Itinerary?
Jan 11, 2012 | 6:58 pm
#1
Original Poster
Join Date: Aug 2000
Location: Manasquan, NJ
Posts: 1,413
Trying to wrap my head around this so it doesn't happen again, or even to find a better way to watch the process, so please bear with me - I am not that familiar with the UA website and keeping an eye on things there. Hubby flew tonight (EWR-SFO, I know how bad that route is) on a combination UA/CO itinerary, booked through his corp travel agency about a week ago. Tonight's segment was on a UA operated flight in B class - he is a UA 1K and CO Plat, with his 2011 Elite miles a little over 125,000 credited mostly to CO. His return flight is a CO operated flight on Friday.
About 3 days ago, I looked into the reservation (on the CO website) to see if he could apply an RU, even on waitlist (as even as a 1K on B fare I knew it was dicey to chance an Elite Upgrade). On the CO website it showed availability in F but would not allow upgrading with miles, RU, or cash. I phoned CO to see if his MP number was on the reservation - it was not, so I had the CO rep add it and make it primary. Asked about the RU and was told that it could not be requested on a UA flight - decided to just let it go and hope for the EUA or at least to get out of the middle seat he was assigned. On a side note: His return flight is CO operated, completely S/O in F, but is offering a waitlist for RU or miles upgrade?)
Yesterday, I decided to look at his reservation on the UA website. It would not pull up under his MP number, so I manually pulled it up under the UA conf number and - lo and behold - still no MP number on the reservation. So, prior to check-in time, he called MP and again added his MP number, and had his
OP number removed completely. Check-in time came and went without his MP number showing up on the reservation online, so he phoned again and it was added successfully this time, and he checked in. About 1 hour later, a second "waitlisted for first" segment showed up under the reservation, so I thought everything was ok and he was in the system.
Today, I checked the res again (in UA), and saw that some window and aisle seats had opened (EUA'S?) - but no matter how much I tried, it would accept the new seat assignment, and then revert back to his old middle seat. I phoned hubby to warn him to call UA and see if everything was okay and he did (later)- the agent assured him that his MP number was on the reservation and he was waitlisted for the 1K upgrade, but by that time all aisle and window seats had been taken. About T-2hr I checked the flight status on my iPad, and his name was not listed on the Upgrade Waitlist. He phoned UA yet AGAIN, who said everything was fine and that he should get the upgrade, as there were at least 4 seats available in F.
Checking in at the airport at T-1.5hr (I told him to check-in as soon as he got there and not wait until he got to the gate) - would you believe that the reservation did NOT have his MP number on it (nor his OP number) and he was NOT on the airport waitlist at all. The agent added it again, and within seconds, his name appeared as #1 on the iPad waitlist, with at least three seats available (per the agent). He waited at the gate and at about T-40 minutes, F changed to Full and he took his seat in Economy for the long flight.
Now, I know anything could have happened in those last few minutes (displaced F pax, GS pax, paid F pax, etc), and that (especially EWR-SFO) no upgrade is probable - but what went wrong before that and how can it be prevented in the future?? Who dropped the ball on this one? How did so many agents add his MP number to the reservation and not have it "stick"?How did so many UA agents see his name on the EUA waitlist and it didn't transfer to the airport waitlist? How can a person be sure their MP number is on the reservation to begin with? - UA and CO both told him it was there before yet another agent added it and it stuck. I know he will be changing to his OP number for the return (CO operated flight) - how can he avoid this happening again on the return?? Any insight would be appreciated!
Robin
One more question: How can a person tell whether a flight is CO or UA operated for the time being, without calling the airline?
thanks again!
Robin
About 3 days ago, I looked into the reservation (on the CO website) to see if he could apply an RU, even on waitlist (as even as a 1K on B fare I knew it was dicey to chance an Elite Upgrade). On the CO website it showed availability in F but would not allow upgrading with miles, RU, or cash. I phoned CO to see if his MP number was on the reservation - it was not, so I had the CO rep add it and make it primary. Asked about the RU and was told that it could not be requested on a UA flight - decided to just let it go and hope for the EUA or at least to get out of the middle seat he was assigned. On a side note: His return flight is CO operated, completely S/O in F, but is offering a waitlist for RU or miles upgrade?)
Yesterday, I decided to look at his reservation on the UA website. It would not pull up under his MP number, so I manually pulled it up under the UA conf number and - lo and behold - still no MP number on the reservation. So, prior to check-in time, he called MP and again added his MP number, and had his
OP number removed completely. Check-in time came and went without his MP number showing up on the reservation online, so he phoned again and it was added successfully this time, and he checked in. About 1 hour later, a second "waitlisted for first" segment showed up under the reservation, so I thought everything was ok and he was in the system.
Today, I checked the res again (in UA), and saw that some window and aisle seats had opened (EUA'S?) - but no matter how much I tried, it would accept the new seat assignment, and then revert back to his old middle seat. I phoned hubby to warn him to call UA and see if everything was okay and he did (later)- the agent assured him that his MP number was on the reservation and he was waitlisted for the 1K upgrade, but by that time all aisle and window seats had been taken. About T-2hr I checked the flight status on my iPad, and his name was not listed on the Upgrade Waitlist. He phoned UA yet AGAIN, who said everything was fine and that he should get the upgrade, as there were at least 4 seats available in F.
Checking in at the airport at T-1.5hr (I told him to check-in as soon as he got there and not wait until he got to the gate) - would you believe that the reservation did NOT have his MP number on it (nor his OP number) and he was NOT on the airport waitlist at all. The agent added it again, and within seconds, his name appeared as #1 on the iPad waitlist, with at least three seats available (per the agent). He waited at the gate and at about T-40 minutes, F changed to Full and he took his seat in Economy for the long flight.
Now, I know anything could have happened in those last few minutes (displaced F pax, GS pax, paid F pax, etc), and that (especially EWR-SFO) no upgrade is probable - but what went wrong before that and how can it be prevented in the future?? Who dropped the ball on this one? How did so many agents add his MP number to the reservation and not have it "stick"?How did so many UA agents see his name on the EUA waitlist and it didn't transfer to the airport waitlist? How can a person be sure their MP number is on the reservation to begin with? - UA and CO both told him it was there before yet another agent added it and it stuck. I know he will be changing to his OP number for the return (CO operated flight) - how can he avoid this happening again on the return?? Any insight would be appreciated!
Robin
One more question: How can a person tell whether a flight is CO or UA operated for the time being, without calling the airline?
thanks again!
Robin
Last edited by iluv2fly; Jan 11, 2012 at 7:34 pm Reason: merge
Jan 11, 2012 | 7:15 pm
#2
Join Date: Apr 2007
Posts: 774
When you have a multi-airline PNR, each airline has their own "copy" of the record. Therefore, when you call CO to modify the frequent flier number you're modifying CO PNR, not the UA PNR. While there are some changes which would cause the other copy to be synced - frequent flyer number is not one of them (at least for ua/co itineraries). So your mistake was calling CO to add the UA MP number. In the future note the "United PNR: 123456" on the itinerary page and update accordingly on united.com (or call united reservations).
Both websites do show "operated by _" if it's the other airline (versus the website you're on). Similarly, UA and CO share very few aircraft types (e.g. a320 vs 737, different 757s, different 767s, etc).
Both websites do show "operated by _" if it's the other airline (versus the website you're on). Similarly, UA and CO share very few aircraft types (e.g. a320 vs 737, different 757s, different 767s, etc).
Jan 11, 2012 | 7:18 pm
#3
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,080
Also, on UA, there is visibility into the upgrade process. Any upgrade-eligible flight that you're on should show Upgrade: Pending, Upgrade: Waitlisted or Upgrade: Confirmed on the UA side of the record. If it doesn't, there's a problem, and you need to contact UA to make sure it gets sorted.
In addition, on the CO metal portion, Y, B or M fares are entitled to an immediate upgrade if available. You can't waitlist it, but you could check for upgrade space and confirm it immediately if it opens.
In addition, on the CO metal portion, Y, B or M fares are entitled to an immediate upgrade if available. You can't waitlist it, but you could check for upgrade space and confirm it immediately if it opens.
Jan 11, 2012 | 8:54 pm
#4
Join Date: Nov 2010
Location: NYC
Programs: AA EXP, Hilton GLD, Marriott Plat, NEXUS/GE
Posts: 2,872
Also, on UA, there is visibility into the upgrade process. Any upgrade-eligible flight that you're on should show Upgrade: Pending, Upgrade: Waitlisted or Upgrade: Confirmed on the UA side of the record. If it doesn't, there's a problem, and you need to contact UA to make sure it gets sorted.
Jan 11, 2012 | 9:47 pm
#5
Original Poster
Join Date: Aug 2000
Location: Manasquan, NJ
Posts: 1,413
When you have a multi-airline PNR, each airline has their own "copy" of the record. Therefore, when you call CO to modify the frequent flier number you're modifying CO PNR, not the UA PNR. While there are some changes which would cause the other copy to be synced - frequent flyer number is not one of them (at least for ua/co itineraries). So your mistake was calling CO to add the UA MP number. In the future note the "United PNR: 123456" on the itinerary page and update accordingly on united.com (or call united reservations).
Both websites do show "operated by _" if it's the other airline (versus the website you're on). Similarly, UA and CO share very few aircraft types (e.g. a320 vs 737, different 757s, different 767s, etc).
Both websites do show "operated by _" if it's the other airline (versus the website you're on). Similarly, UA and CO share very few aircraft types (e.g. a320 vs 737, different 757s, different 767s, etc).
As to the aircraft, that's part of the reason I first thought it was a CO flight - the aircraft -a 752. It wasn't until I noticed the seating setup in F that I realized it was UA, and then later I noticed E+ being offered as a "buy up" (there were only a couple E+ seats available and I mistook them for ELR at first). FWIW, CO.com had both flights showing as both CO and UA under the same flight numbers with no further info on operation listed, but the UA site
doesn't even show his return segment at all (CO operated).
Robin
Also, on UA, there is visibility into the upgrade process. Any upgrade-eligible flight that you're on should show Upgrade: Pending, Upgrade: Waitlisted or Upgrade: Confirmed on the UA side of the record. If it doesn't, there's a problem, and you need to contact UA to make sure it gets sorted.
In addition, on the CO metal portion, Y, B or M fares are entitled to an immediate upgrade if available. You can't waitlist it, but you could check for upgrade space and confirm it immediately if it opens.
In addition, on the CO metal portion, Y, B or M fares are entitled to an immediate upgrade if available. You can't waitlist it, but you could check for upgrade space and confirm it immediately if it opens.
I keep watching the CO return leg for Friday, but it has been sold out since he booked, very little hope for a B-Up. It's funny though, that even S/O it offers a waitlist for mileage upgrade. I will certainly be happy when these two operations are finally aligned!
Thanks again!
Robin
Last edited by iluv2fly; Jan 11, 2012 at 10:09 pm Reason: merge
Jan 11, 2012 | 10:29 pm
#6
Join Date: Apr 2007
Posts: 774
Thanks. I kind of figured we'd better call UA, but even the first times that UA added his MP number it didn't stick.. You mention changing/adding the number on UA.com, but we were unable to find a place to do this within the reservation - it listed no FF numbers and no place to change it. Where can I do this within the reservation on the UA website in the future?
As to the aircraft, that's part of the reason I first thought it was a CO flight - the aircraft -a 752. It wasn't until I noticed the seating setup in F that I realized it was UA, and then later I noticed E+ being offered as a "buy up" (there were only a couple E+ seats available and I mistook them for ELR at first). FWIW, CO.com had both flights showing as both CO and UA under the same flight numbers with no further info on operation listed, but the UA site
doesn't even show his return segment at all (CO operated).
As to the aircraft, that's part of the reason I first thought it was a CO flight - the aircraft -a 752. It wasn't until I noticed the seating setup in F that I realized it was UA, and then later I noticed E+ being offered as a "buy up" (there were only a couple E+ seats available and I mistook them for ELR at first). FWIW, CO.com had both flights showing as both CO and UA under the same flight numbers with no further info on operation listed, but the UA site
doesn't even show his return segment at all (CO operated).
"Flight: CO479 (UA479)
Operated by United Airlines.
Aircraft: Boeing 757-200"
versus:
"Flight: CO1258 (UA1258)
Aircraft: Boeing 737-500"
UA website will let you add a frequent flyer number if it does not exist. You can't change/remove (have to call). The whole removal sounds odd - hard to say exactly what happened without knowing all the facts. Could be a technical glitch, could be something else. The extra waitlisted segment does suggest you were on the list - so I'd guess a bug (something in the checkin didn't preserve status/waitlist), or maybe somehow CO added him to the upgrade list without setting the FF number and another agent saw that and assumed it was a mistake (removing the wait-list).
Probably biggest take away is to use the website/phone of the operating carrier, and if it's UA check the website for the upgrade pending/waitlisted line (and that extra waitlisted segment) - that's a confirmation you're on the upgrade list (UA does waitlist and lets you see if you're on the list, unlike CO).
Jan 12, 2012 | 10:06 am
#7
Original Poster
Join Date: Aug 2000
Location: Manasquan, NJ
Posts: 1,413
752 and 772 are the (only) two aircraft types that both UA/CO share - so you would have to check seat maps or reservations looking for operated _ line. Don't look for flight number, look under it. You'll see something like:
"Flight: CO479 (UA479)
Operated by United Airlines.
Aircraft: Boeing 757-200"
versus:
"Flight: CO1258 (UA1258)
Aircraft: Boeing 737-500"
UA website will let you add a frequent flyer number if it does not exist. You can't change/remove (have to call). The whole removal sounds odd - hard to say exactly what happened without knowing all the facts. Could be a technical glitch, could be something else. The extra waitlisted segment does suggest you were on the list - so I'd guess a bug (something in the checkin didn't preserve status/waitlist), or maybe somehow CO added him to the upgrade list without setting the FF number and another agent saw that and assumed it was a mistake (removing the wait-list).
Probably biggest take away is to use the website/phone of the operating carrier, and if it's UA check the website for the upgrade pending/waitlisted line (and that extra waitlisted segment) - that's a confirmation you're on the upgrade list (UA does waitlist and lets you see if you're on the list, unlike CO).
"Flight: CO479 (UA479)
Operated by United Airlines.
Aircraft: Boeing 757-200"
versus:
"Flight: CO1258 (UA1258)
Aircraft: Boeing 737-500"
UA website will let you add a frequent flyer number if it does not exist. You can't change/remove (have to call). The whole removal sounds odd - hard to say exactly what happened without knowing all the facts. Could be a technical glitch, could be something else. The extra waitlisted segment does suggest you were on the list - so I'd guess a bug (something in the checkin didn't preserve status/waitlist), or maybe somehow CO added him to the upgrade list without setting the FF number and another agent saw that and assumed it was a mistake (removing the wait-list).
Probably biggest take away is to use the website/phone of the operating carrier, and if it's UA check the website for the upgrade pending/waitlisted line (and that extra waitlisted segment) - that's a confirmation you're on the upgrade list (UA does waitlist and lets you see if you're on the list, unlike CO).
Robin