United Listens to Customers, Changes Upgrade Policy

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Just a couple weeks ago I wrote about how United (NASDAQ: UAUA) frequent fliers were angry at the airline’s pending upgrade policy change, and it appears they’ve listened . . . a little. United is bringing back regional upgrades for its top fliers. This combined with the airline’s decision to have reciprocal upgrades with Continental makes for a big week for the airline.

You’ll remember that while free upgrades are always nice, the inability to confirm upgrades at the time of booking was causing an uproar among the elite fliers. Gary at View From the Wing reported that United has reversed that decision for its top fliers, the 1K members of its Mileage Plus frequent flier program.

From the United Mileage Plus Frequent Flyer Program Changes page:

1K® members will continue to earn Regional Upgrades
Sometimes no change is good news. After our last announcement, we heard from our 1K members how much they value their Regional Upgrades. To thank them for their ongoing loyalty, we’ve decided to continue issuing Regional Upgrades to 1Ks, even after the Unlimited Domestic Upgrades program launches.

That should certainly make 1Ks happy, because they’ll be able to confirm upgrades at the time of booking once again. It just proves that United does sometimes listen to its customers. Nice work, United.

Tags: Upgrade, 1K, Brett Snyder

In addition to writing BNET's travel industry blog, Brett Snyder also pens the award-winning consumer travel blog, Cranky Flier. You can follow him on Twitter under the name crankyflier.

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svjensen

11/21/09 | Report as spam

RE: United Listens to Customers, Changes Upgrade Policy

You are right about the change. BUT, the new upgrade policy does not apply to UALs ps product from lax/sfo to JFK. The punishes all 1k who fly cross-continental every week. I will have to change to a different airline.
Moreover, UAL made the chance so late in the year that it is impossible to earn status on other airlines before the end of the year, therefore trying to log me into UAL.

Very bad business practice. After more than 18 years on UAL I will have to leave the program.