bocastephen

I tried to make the title as germaine as possible, but here are the details:

Earlier in the day, booked a partner revenue flight, successfully applied a UA *A upgrade on both segments. Later in the day, we canceled and voided out the original ticket, and issued a new ticket with the same outbound date, but a new return date.

Went back to apply the upgrades again, the return applied OK as a new flight, but the outbound is giving the following error:

Quote:

The traveler has the same name as an existing traveler on this flight.

1K desk says it can take an indeterminate amount of time for the canceled flights to purge, but has anyone experienced this situation directly and have any idea how long it takes until you can re-apply without an error? There is very little upgrade space on the flight and we can't wait too long before trying to apply again.

WineCountryUA

Since *A upgrades are process by the operating carrier, this is likely to be very *A operating carrier dependent. UA, itself will have little to do with this. I have had cancelled segments on partners hang around for sometime. Suggest calling the operating carrier and getting them to cleanup their records

bocastephen

The record was cleared in the GDS, and checking the EVA website shows the record is cleared from their system but I�ll call in the morning to make sure they don�t see any traces on their side but even United seems to feel it�s something in their system. The ticket was booked and issued on BR directly so United never had its own PNR for it.

They asked me to call the MP service desk in the morning and talk to a supervisor who might have more options so I�ll try both carriers tomorrow.

WineCountryUA

The only way UA might flag this is blocking a second draw of miles. Does UA show the miles from the first request returned by the operating carrier?
Otherwise as the error message states processing the upgrade is done by the operating carrier, not UA.

bocastephen

The original miles won�t apparently be returned until after the flight departs according to the UA website so that�s why I hope the MP service center can help sort it out with the 016 coded receipt numbers for each upgrade.

bocastephen

So I will wrap up this story after spending some 6 hours on the phone with various departments at UA and EVA. There was a marked difference in the result and quality of response between the two airlines, pretty much night and day.

United - after speaking with the 1K desk, MP Service Center, Web Support, and various supervisors across all of these departments, the answer came down to: 1. we don't know why this is happening 2. we don't know how to fix it 3. we don't know when it will fix itself 3. we don't know who to ask or which department or group even manages the SAUA web app and 4. bottom line - too bad for you

EVA - after speaking with ONE agent, he 1. understood the problem 2. did not know how to resolve it 3. promised to research it with his senior staff and the ticketing department 4. promised to call me back 5. actually DID call me back with an explanation: we've seen this before, it's affected multiple customers, it's totally United's fault, United won't fix it, and we're angry with them for annoying our customers like this over and over

Bottom line, losing all confidence in United's ability to not screw up this trip, we decided to change the date of the problematic segment, had the ticket re-issued with EVA able to retain the upgrade that already cleared, and then we cleared the upgrade on the new date. Problem solved, aside from losing some 6 hours of chasing ourselves in circles.

Advise: If you need to make a change to your partner ticket that removes your already cleared *A upgrade and where you will need to request the upgrade again on a new ticket for the same flight/date - Don't Do It

ani90

I have a not too dissimilar issue. Waitlisted for a SAUA on ANA. On reservation says waitlisted both on NH and UA.com. Two days later the wait-list status vanished (without upgrade). I call and they say no record I was on waitlist. Miles not redeposited. Ended up re-waitlisting but this time with PPs. Two weeks on miles still not redeposited. Called United yesterday and they said I need to call ANA. I told them I have other things to do with my time and they can keep their miles - I won't even know where to start or who to even call in ANA....Will wait till after the flight and see if miles come back.