Triangle Trip

I have not flown United since retaining Premiere Executive status (thanks to United’s 2009 Triple EQM offer), and now I know why. I was recently on a United flight from America’s worst airport (IAD) to JFK. I got to the airport a few hours early and wanted to go standby for an earlier flight. After checking in at the kiosk, I tried to get on the standby list via “get on an earlier flight option” from the kiosk. The kiosk requested I swipe my credit card and notified me that I would have to pay $50.00 if my standby was confirmed. As an United Premiere Executive for many years, I stood there staring at the screen in disbelief.

After getting through Dulles’s horrible security checkpoint and train, I finally got to the United Customer Service desk. When I inquired about standing by for an earlier flight, I was told that it would cost me $50 if I get on to the flight. When I told the United Customer Services agent that I was never informed of this new policy, she informed me that it was put in place February of 2010. The United Customer Services agent was also shocked that she had to ask for my credit card when she noticed that I was a United Premiere Executive.

Still in disbelief, I rang United Customer Services’ number and was connected to their Indian call center. The offshore United Customer Services agent told me United began charging $50 for taking an earlier flight and the only way around it is if you’d a full fare ticket – not even Premiere Executive members are spared of the fee. I dug through United.com and found this article (link for your reference). I believe Premiere Executive 1K and Global Services members can get the standby fees waived.

I now know why I have stopped giving United my business as being a loyal customer doesn’t pay. United’s learned from USAir by charging their customers for standby when their planes are empty (perhaps charging for water on a flight is next – see previous post about USAir). United’s latest customer gouging approach makes Delta’s poor customer service and trying to squeeze every penny from you at JFK seem harmless. Now I understand why I have been flying Delta more and more, especially when they offer “confirmed” standby within 4 hours of the flight. Yes!  If you’ve Delta Medallion status, they’ll give you a seat on the flight 4 hours in advance or within 4 hours of the next flight if you’ve missed your earlier flight. No wonder I wrote this previous article (Delta’s Medallion Program puts them above other airlines).

United is merging with Continental to form the largest airline in the world (see news). United will carry the name, and probably its poor customer service, to the newly merged airline. I’m not sure how combining two non-profitable airlines will make the company profitable; the merger will create more United 1K and Global Service members. The merger will further dilute and devalue airline miles and making redemption of airline miles harder. This is why hotel points are much more valuable than airline miles.

Furthermore, I wouldn’t be shocked if United will follow Spirit Airlines’ lead and begin charging for carry on baggage for non-Premier members. You heard the prediction here first! Vacationers and casual flyers are going to get squeezed either way, whether they pay for carry on or get the Premier Baggage membership for $250.00.

The good news here is it will take these two inefficient airlines another 18 months to 2 years to merge their internal systems. It is definitely time to burn your airline miles and consider switching to the SkyTeam or OneWorld alliances, or JetBlue or Southwest if they’re available in your market.

Continental Airlines is trying to bring back some prestige to airline status by introducing an invitation only, Presidential Platinum status. To get Presidential Platinum, you will need to get Elite Platinum status with Continental; and you must have spent $30,000 USD on Continental Airlines, excluding partners.

Presidential Platinum does not offer anything more than Elite Platinum, except for being ahead of Elite Platinum for upgrades. Presidential Platinum status members will be prioritized behind United’s Global Services and 1K members, but ahead of Premier Executive members when traveling on eligible UAL flights. Essentially, Presidential Platinum is a junior United 1K status.

One more thing: Presidential Platinum status holders also get their Continental credit card annual fee waived. But who pays for annual fees on credit cards these days?

Continental missed its mark. What’s the point of another status tier when it doesn’t have any added benefits? Continental should have made Presidential Platinum like Delta’s new Diamond status – which requires 125,000 Delta miles to quality, and comes with tangible benefits like six (6) system-wide upgrades.

Since joining Star Alliance, Continental has been creating closer ties with United. Continental has adopted United’s system-wide upgrade this year. I am not sure if Continental’s OnePass program is heading in the right direction.