Good news, everyone. Everything is under control!
I just received an email from United Airlines updating me on the progress the company has made in the migration to a single PSS platform which occurred four weeks ago. I cannot help but think of a couple movie scenes that seem rather apropos:
To be fair, I think the situation is a bit more like the latter, than the former, but I’m not really sure that it matters much one way or the other.
Here’s a chunk of what the message includes:
As a Global Services member, you have come to deserve and expect a dependable, rewarding experience from United from end to end. We want to keep you up to date following our recent conversion to a single passenger service system, a single website and a single loyalty program. We know that our customers have experienced various issues since our system conversion. We are working aggressively to resolve the remaining issues promptly. Here is a progress update on key subjects about which we’ve heard from our customers.
- Customer Service hold times. If you have called or sent us an email recently, you have more than likely experienced delays, in some cases for extended periods. We sincerely apologize for this. We are addressing these high volumes with a combination of system solutions and additional staffing. Be assured this is our top priority, and we are steadily reducing wait times and email backlogs.
- Complimentary Premier Upgrades. Over the past few weeks, we experienced difficulties with our Complimentary Premier Upgrade process. We have stabilized our systems to ensure that upgrades are being processed in a timely manner and in the appropriate order. If your flight is eligible for a Complimentary Premier Upgrade, be assured that you will be automatically added to the upgrade list. Once you have checked in for your flight, you can see where you are on the list by going tomobile.united.com or our mobile app. Those familiar with the old united.com will notice that this procedure is different from before our system conversion.
Later this year we will enhance the upgrade process so that at any time you can see your pending upgrade requests. This will take us some time to accomplish, but we know that upgrades are an important Premier benefit and appreciate your patience while we refine this experience.
- Mileage credit and redeposit. When you take an eligible flight on United, the mileage credit and Premier qualifying activity will appear in your account approximately 72 hours after departure. Flights on a Star Alliance member airline or another airline partner may take a bit longer. If a flight is missing from your account, you can call the MileagePlus Service Center to request the credit, and it will appear in your account approximately three weeks later.
Well, the good news, I suppose, is that they have identified the problems. Hopefully the solutions are coming soon. For what it is worth, my experiences actually haven’t been all that horrendous, though I suppose that’s partly because I understand the underlying platforms pretty well having been using (and abusing) them for many years now. My biggest frustration is actually CSRs who don’t understand the new policies and who are unwilling to do the leg work to figure out the changes when confronted with them. Fortunately, that resistance seems to be lessening.
Oh, and there is the bit of news that they plan to being back the bit about pending upgrade status in the future. Personally I don’t see much value in it, but I suppose enough people kvetching about it missing will see it return.
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- Decoding fare buckets on the new United
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