25 Responses

  1. Carl
    Carl at |

    I appreciated Carlos’ time, but something has to change. Both of my transcon 1K regional upgrades did not clear this weekend. Pre merger that was unheard of.

  2. mrpickles
    mrpickles at |

    I still hope my @AAdvantage EXP status match from United 1k clears.

  3. Mike Ratin
    Mike Ratin at |

    Did they talk about TOD upgrade and if that was a policy that was going to stay? Arguably this is most frustrating part of the new UA is that they will sell the upgrades at the expense of 1Ks…

  4. Restoring the Trust that United Lost with its March 3 Continental Merger/Integration Problems - View from the Wing

    […] Aramean offers a nice discussion of this morning’s Frequent Traveler University session with a United executive who came out […]

  5. United officially speaks... - FlyerTalk Forums

    […] United officially speaks… document.write(''); …a bit about the post-3/3 messtrocity. Tip o' the cap to sbm12 http://blog.wandr.me/thewan…ed-speaks-out/ […]

  6. A. S.
    A. S. at |

    Personally, I think it’s all just talk — after all, what are they supposed to say? However, I take it with a grain of salt. I’m a very level-headed person and don’t make knee-jerk decisions. Still, I won’t be trying to renew my 1K status this year. I’m not saying I’m quitting UA entirely, just avoiding them until they get their act together — it’s too frustrating. I’ve been AA EXP for the several years as well as UA 1K in parallel (I don’t like leaving all my eggs in one basket), so I’ll just fall back on the AA EXP for now.

  7. Tom
    Tom at |

    I don’t care about the 787. I care about the itinerary I purchased over a week ago on united.com that is STILL not ticketed. A simple round trip to Chicago. I call and ask and they tell me to wait. I’m tired of waiting. It is two months out and they still can’t reliably ticket a simple domestic itinerary. Would AA tell me to wait or would my confirmation email be in my inbox within minutes?

  8. Joe
    Joe at |

    once the damage is done, it’s done. It’s really gonna take quite a bit to recover. I just don’t see that happening with the mileage plus program benefits going down hill with full head of steam unless some generous retention gestures are made to higher tier members.

  9. Paul
    Paul at |

    United is slowly making progress to a functioning system.

    Still too many things remain broken or unattended, many of us do not have the time or patience to remain on hold for long periods of time with no resolution.

    The phones are answered more quickly but to no end game. United has more agents answering the phone, but many with little knowledge or power to accomplish anything.

  10. Kris Ziel
    Kris Ziel at |

    I didn’t run into any issues on my last trip. I had 8 CPU eligible flights, all booked on PMUA (flights were end of March/early April), I had upgrades clear on 5 of them (as Premier Gold). On all of those flights except one my upgrades cleared as expected, on that one, I was #1 before I turned off my phone, right after I turned off my phone an FA told me to go up front as she was closing to door.

  11. Jim L
    Jim L at |

    After listening to this discussion, all I can say is thank God I am an EXP with American. I had no idea how happy I was until I heard all the United issues at FTU this morning. I hope it gets better for all the United people soon. I just fear that AA may have its turn in the barrel at some point as well.

  12. ExUA1K
    ExUA1K at |

    Any reaction to AA status matching 1K and GS to Exec Plat? Especially since 52,000+ people have already viewed the FT thread on this and the large number of GS and 1K flyers bailing to AA?

  13. mark
    mark at |

    As a 3MM with UA I should be 1K for life, but not get the 6 SWU’s if I fall below 100k miles in a year. I am going to fly about 60k with UA this year, but next year it is over. They won’t come clean about selling upgrades whilst elites are on the waitlist. Let’s face it, the number of flights with no elites on the waitlist is almost zero, so why would they ever be able to sell an upgrade to a General Member?

  14. Rob
    Rob at |

    @mark that’s incorrect, as 3mm you should still get the 6 swus if you don’t fly 100k eqm

  15. mark
    mark at |

    @Rob Well the only person who has ever said this from UA is UAInsider @ Flyertalk, so I am not sure we could hold them to it!
    It is not on the web site and what is there clearly says you get the 6 SWUs when you get to 100k

  16. NB
    NB at |

    This fall and early winter are going to be the crunch time, I think. I do hope that UA gets its act together and can deliver an experience, both day-to-day and in IRROPS, that persuades me to stay loyal. This is what they state their aim to be. Clearly they need time to do it from where we are today. By December, their progress towards it will start becoming clear.

  17. Carl
    Carl at |

    Seth – my sense is that it is the pmCO agents that are more rigorous about policing upgrades and not deviating from policy – and they are the ones that know SHARES best. The pmUA agents are more likely to be flexible but they don’t know the system as well.

    I liked Carlos’s statement that they want agents to use common sense to take care of me – but that’s going to take a cultural change for the pmCO agents. To take but one historical example, in IRROPS, pmUA would always book me onto other carriers to get me to my destination the same day, while pmCO would refuse to do that and in some cases put me onto the next day’s flight. Will they empower the agents to be more flexible and change that culture?

    I am excited about the 787. I’ve heard from travelers that the difference in cabin pressure and humidity makes a noticeable difference – but in any event 50 new international aircraft potentially mean a lot of new routes, depending on how many aircraft are retired, but they’re also repurposing many of the 763 ghetto birds for international operation.

  18. A Word About Frequent Traveler University - Marshall Jackson on Travel

    […] The Wandering Aramean offers an excellent summary of the session with United Airlines. […]

  19. Carl
    Carl at |

    Regarding Twitter, on the one hand, UA clearly has a very weak presence compared to travel companies like DL or SPG; on the other hand, I’m not sure I understand why Twitter users get elevated customer service compared to everyone else. For companies that are present on Twitter, it’s like you can use it to get better service than all other customers. And does it encourage people to complain?

    I’m not so sure I think it’s the right business decision to train customers to complain or demand things via Twitter in order to get the best response. Just saying.

  20. UrbaneGent
    UrbaneGent at |

    I’m disgusted to read this – it’s all just babble. The talk out of one side of the mouth and completely to another. I agree with another poster, who cares about how fabulous the 787? I’d would rather have them keep their promises. I can’t believe no one mentioned the Million Miler Program – not even on question?! re: http://www.millionmilersunited.com

  21. Some airlines understand the power of social media, some don’t - Frequently Flying

    […] At this year’s Frequent Traveler University in April, a representative from United’s Customer Experience group fielded questions from a large group of frequent flyers and United was shocked to find out how many people use Twitter. From Wandering Aramean’s summary: […]