United Will Be Bringing Back Upgrade Inventory Detail to its Website

United will be restoring fare class availability to its website on an opt-in basis, i.e. the return of ‘expert mode’ which is they way that it used to be offered by United.com before Continental got involved.

This will be coming “within the next two weeks” and is “a direct result of [customer] feedback, we have worked hard to accelerate a couple solutions that accomplish this goal.”

In other words, they didn’t anticipate the firestorm that ensued when the airline took away customer ability to see upgrade and award inventory online.

The issue even got coverage from the Wall Street Journal‘s Scott McCartney.

Under that sort of pressure, it made sense for them to walk back the position that information in the hands of customers was a bad thing. They’ve done too much these past six months to burn through good will.

It’s good to see them listening, though, that’s something!

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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Comments

  1. Now this is a change that I really like! It goes to show that FT & MP members have a lot of sway when we make our voices heard. Thanks for good Friday info Gary!

  2. “They’ve done too much these past six months to burn through good will.” This is very confusing. What has United done in the last six months but alienate customers?

  3. I get it now…. They’ve done nothing but alienate people since this merger. I would maintain that this is ‘too little, too late’ for many.

  4. You say: “They’ve done too much these past six months to burn through good will.” That’s funny because you would think Delta would play nice at some point….but, clearly not the case as you point out earlier today.

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