I suppose it is rather sad that it has taken me so long to figure this out, but my flight to Denver on Monday has finally helped me to understand how Continental’s United’s complimentary elite upgrade system works. In a nutshell: it’s a mystery.
My assumption–clearly wrong–was that when your upgrade window hits, if there is space in “R” class you will be automatically upgraded. Here’s the chart for status-based complimentary upgrade clearance:
| Confirmation (as early as) | |
|---|---|
| Global ServicesSM | 120 hours / 5 days |
| Premier® 1K® | 96 hours / 4 days |
| Premier® Platinum | 72 hours / 3 days |
| Premier® Gold | 48 hours / 2 days |
| Premier® Silver | Day of departure |
My flight to Denver on Monday has been showing R9 (meaning at least nine upgrade seats are available) since I booked the ticket a week ago. We are now less than 48 hours from the flight, but my upgrade has not cleared, despite a cabin showing most of the first class seats unassigned.
I’ve called United a few times, just to make sure there was nothing wrong with my reservation (because my Denver-Philadelpiha flight cleared right at the 96hr window), but have been assured that everything is fine, the “computer” determines when an upgrade is available even though there is R space available, and I just need to be patient.
It is good to understand a bit better how the system works, but I cannot accept that the system is working as it should or at least the logic of it–if United is hoping to sell more first class seats or paid upgrades, why don’t they just zero out R space? If they are willing to accommodate more upgrades using confirmed instruments or miles, why not have those in a separate fare class like American Airlines does?
That’s the problem with the current complimentary upgrade system. United has hinted they will introduce a more dynamic upgrade system in the future (similar to what legacy United had), where your upgrade status will show pending, waitlisted, or confirmed. I look forward to that day and hope the solution will mark an end to the cloak of secrecy that currently shrouds the complimentary upgrade process. For as we’ve seen multiple times with post-merger United, the computer does not always know best…
It’s very simple — there is someone ahead of you in the CPU queue who has a ticket ‘out of sync’ issue. This prevents the entire CPU process from running at the pre-determined times. You are correct that R>0 does not automatically equal a CPU being awarded, but R>=2 is just about a guarantee of it. R=9 and no CPUs means there is a certain problem.
This is yet another example of the terribad IT fail of COdbaUA. I know you’ve decided to stay loyal to UA despite these rediculous failings, but this is the price you pay. All 9+ of these upgrades may be sold for $69 tomorrow to non-status pax tomorrow — good luck to you!
“For as we’ve seen multiple times with post-merger United, the computer does not always know best…” – no kidding! Matthew, I hope you crack the code soon 🙂
Computer says NO.
I agree w/Dan that it’s a PNR out of sync holding all upgrades.
The high level way it was explained to me is that once an upgradable, out-of-sync PNR is encountered, the system stops for that flight until the next “run” of the batch job. It can’t prioritize that passenger (or even tell if the passenger is supposed to be on the flight) so it stops rather than upgrade someone else who’s lower on the priority list. Likewise, agents aren’t supposed to do manual upgrades just because R>0 as they don’t know if a higher folks are “stuck”.
In my years of flying CO, I’ve seen the concept in action twice … when my PNR appeared to be the one holding folks up. At least I can say that R>0, many First seats open and myself not upgraded. Trying to do on-line check-in the night before and get the dreaded “see agent” type msg. Once I called in, the other time I waited until the next day (arriving at the airport a little early). Both times, after about 30 minutes of getting my boarding pass, I was emailed of my upgrade. And both times, after my upgrade cleared, F was full and R=0. That doesn’t prove that my PNR was gumming up the works, but sure supports the theory.
While myself and other Elites were sweating out what was looking to be a battlefield upgrade, once “un-stuck” I feel the program probably upgraded everyone in the correct order. True, a few “$69” buy-ups may have slipped in but I ask myself how many people would really take such offers. UA FlyerTalkers would have you think that “kettles” are taking most First Class seats with the offer. But that type traveler is one who books with price as the #1 qualifier, an amount of $10 being a valid differentiator. Would they pay $69 for an upgrade ? IMHO, most folks buying up are probably other Elites who think the competition on the flight is high, so jump at the opportunity to “score” the upgrade. I’m curious how many of us would take the bait versus sweating it out for a complimentary upgrade ?