United Tweaks MileagePlus for 2012
In the run-up to the final consolidation of the MileagePlus and OnePass programs, there has been much speculation (and considerable worry) that the new program would be fundamentally redesigned along the lines of Southwest's revamped Rapid Rewards program, to directly link earnings with ticket prices.
United's announcement earlier this week put such rumors to rest.
While some of the changes, set to take effect in 2012, do move in the direction of rewarding more profitable customers, the overall program remains mileage- rather than revenue-based.
The highlights:
A fourth elite tier—Premier Platinum, earned after 75,000 elite-qualifying miles (EQMs) or 90 elite-qualifying segments (EQSs)—will be added to the current three-tiered elite scheme.
Silver Premier is the new name for entry-level elite status, awarded after 25,000 EQMs or 30 EQSs, provided the member flies a minimum of four paid flights on United, Continental or Copa.
That four-flight minimum, which applies to qualification for all elite tiers, is new.
Also new for elites at this level: Complimentary upgrades to Economy Plus will be confirmed at time of check in, rather than at time of booking; and the checked bag fee waiver will apply only to one bag, rather than the two bags currently covered.
Fare-type bonuses will increase. Full-fare coach (Y, B) will earn a 25 percent bonus; discounted business class (Z, P) will earn a 50 percent bonus; full-fare business (J, C, D) and two-cabin first class (F, A) will earn a 75 percent bonus; and three-cabin first class (F, A) will earn a 150 percent bonus.
The new Million Miler program will award lifetime Gold, Platinum, 1K, or Global Services status to members and their spouses after earning 1, 2, 3, or 4 million miles, respectively.
Winners, Losers
For the great majority of MileagePlus members, the changes are of little interest or impact. For United's most frequent (and most profitable) customers, the easier access to Economy Plus seats and increased bonuses for pricier tickets will be pluses.
If there are any losers, it's United's entry-level Silver elites. While they may be the least profitable of the four elite groups, they are the most numerous. And ready access to Economy Plus has been among their most coveted benefits. The new Economy Plus upgrade policy will be a significant downgrade.
Reader Reality Check
How will the new program policies affect you?
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No longer trapped by the Economy Plus seating benefit, which I've enjoyed as a Premier member since the program first started! Virgin America has beautiful new planes, super-friendly staff, cool in-flight gizmos, and cheap fares! The seating is tight, but it's the same as United. I can even give up my United VISA card now! Thanks, United!
Posted by: Chris | 05/23/2012 at 07:54 AM
i have always been premier executive, but now with only 50% more miles I don't really care anymore about reaching that level. I will start flying other airlines than double the miles for those flying 50K a year. It seems they really put customers first with their changes! well, they will lose in the long term. You cannot take from your customers once you already given to them.
Posted by: john | 04/29/2012 at 08:55 PM
I have been a Premier member for many years. I have gone well out of my way, both in terms of cost and choice of airlines, to keep this status. But now, what with the reduction in privileges, what is the point in making Premier? Upgrades are nonexistent, and I'll have to buy Economy Plus seating when I book, so why not just buy the cheapest non-stop with good seating, and forget about "loyalty"?
Posted by: Henry Townsend | 04/18/2012 at 08:18 AM
United's respect for Continental Elite members seemz to be zero. Continental answered its telephones; since the merger, I have waited in vain for more than 2 hours to reach someone from United! With a Chase Continental credit card agreement that had the benefit of one free checked bag, and with Silver Elite Status that also had this benefit, I had a second free checked bag. Now, I'm told that I can only have one free checked bag. But, I've been unable to reach anyone at United (by phone or email) to speak to about this. Does anyone have a phone number for United's Premier that is answered? How can an airline (or any business) be successful without any way of reaching the business by telephone? Did they fire all their customer service personnel? I "trusted" Jeff Smisek as he did a good job at Continental, but can't understand how they don't even have telephone customer service, or customer service representatives who respond to emails beyond sending a case number.
Posted by: Harriet Sepinwall | 04/04/2012 at 04:50 AM
I thought Id be one of a few complaining letters to UA. We have always made a point of flying United, in order to keep our PREMIER staus.We still have it the SILVER which gives us absolutely nothing. I am 6,5" and can not fit the tiny seats in the back of your over crowded planes. Plus seating was the reason for flying United. Now we will be flying anything we can get but not United.
the friendly skies?????
Jim
Posted by: jim fugere | 03/07/2012 at 01:06 PM
The lifetime UA Premier Exec should have been grandfathered to not lose earned benefits – decreased benefits will certainly result in decreased loyalty. Paraphrasing Marshall McLuhan: “A happy customer tells two or three people; an unhappy customer tells 15 or 20 people!” Hope the M+ executives know this.
Posted by: ChuckT | 02/24/2012 at 01:47 AM
I guess I rank totally at the bottom of the pile on the "new United." As a lowly 25K flyer who pays for all of her own flights, I made sure to book all my trips (at least 3/year to Europe) on United for the Economy Plus seating and 2nd free bag, even if the fare was a little higher. Those days are over - now I'll just go with the cheapest. If I have to sit in the middle seat anyway, I might as well get it $200/cheaper. Our numbers count. If enough of us say adios to United, they'll see who "brings the most value" to their airline!
Posted by: Lynda Moreau | 02/23/2012 at 07:27 PM
I have had a life affair with UA, and flown almost all my revenue miles with them since 1987. Have made Premier every year and Prem. Exec. many years. But am livid at their late-in-the-year sudden takeback of Economy Plus access from Premiers. Within 24 hrs. means all-middles, if at all. Am not willing to spend weeks or months worrying about the seat I'll end up in (most of my travel is now leisure, so booked well ahead) -- i.e. cramped pitch or cramped middle.
Please note: Southwest's useable seat pitch (i.e. leg/knee room) is 2" greater THROUGHOUT THEIR FLEET than UA normal Economy (757). Plus: no Change Fees, free Checked Baggage, Leather seats, excellent on-time performance, same meals (i.e. none).
Very sad to leave this lifelong relationship, but have not even had the respect of a reply to two thoughtfully-composed letters expressing my concern. So I'm turning to AA, and evaluating others' seat pitches too. UA and smiley but back-stabbing Smisek have disearned my loyalty. Would like to join any group seeking to organize a collective 2012 market response built around how anyone below Prem. Exec. must feel right now. Only market reaction will get UA's attention it seems. Please advise if you know of such, or share that interest.
Posted by: Bill Kirk | 12/22/2011 at 10:29 AM
Well, I guess the good news is that we lowly Premier traveling trash still get priority check-in/security. How many people go out of their way to avoid a middle seat? I'll fly longer/spend more time traveling so I can take advantage of Economy Plus - where I know right then and there at booking time I have the seats I want. Why would I want to fly coast to coast with the crap shoot of being stuck in a middle seat? Not likely, and certainly not on United anymore.
Posted by: Steve | 12/05/2011 at 11:12 AM
Did anyone notice that the systemwide upgrades no longer can be applied to the least expensive ticket? As a 100K flyer, my FF status has been devalued as well as everyone else's.
Posted by: Judith | 10/04/2011 at 10:19 AM
I have been a Premier member for at least 10 years flying back and forth between my family in Europe and the US. The last 2-3 years I was under the impression, that UA finally understood what good customer service means. I greatly enjoyed the Economy Plus seats and especially, that I did not have to pay for a second checked bag.
Too bad, but there are other airlines out there.
Posted by: Barbara Stanculescu | 10/03/2011 at 06:20 PM
Maybe the stock holders would like to re-consider Jeff Smisek as the United CEO. Maybe they like the money the new United is making but this could disappear quickly as "loyalty to frequent flyers" is replaced by greed and indifference. Penny wise and pound foolish.
Posted by: Unhappy | 10/02/2011 at 06:57 PM
I just spent the entire year making sure that all of my business trips were on UAL so I could keep my Premier status, to take advantage of the Economy Plus tix. Now it appears this was a waste of time. I'm moving back to AA.
Posted by: Dee | 09/30/2011 at 05:57 PM
As a MM I had life time executive gold status, just below !-K and Global, this new system put us behind Global, ! K and now the new Platinum Gold, I believe all 1MM should be at Platinum gold,
This new tier now puts us behind anyone who reaches 75,000. Originally we were just behind I K and Global, that means our ability to get up graded is reduced from 74 hours to 48 hours. I don't believe this fair, the original policy should be grand fathered in for those of us who are accustomed to getting our up grade with in 74 hours.
United did change their position when we voiced our opposition to the removal of regional upgrades, If they hear from us again they might again listen and change this.
Posted by: tom mccall | 09/30/2011 at 10:37 AM
I have registered a complaint with UA and urge anyone who feels as I do to do the same. It is unacceptable that they, alone among the major airlines, reduce the bonus miles given to customers who fly 50000 miles yearly with them from 100% to 50%. I left Delta because, again alone among the major alliances, they abolished the international First Class award ticket. I was enjoying flying with UA, but if they maintain these changes, I will switch to AA.
Posted by: Nancy Engelsberg | 09/30/2011 at 08:43 AM
A big boo on these changes, I have been Premier Exec for some time and this is a significant devaluation for me. I hope the other airlines dont follow UAL's race to the bottom because thats where I will channel my future business.
Posted by: pc | 09/30/2011 at 08:06 AM
I think it is time (AGAIN!) to buy stock in Southwest Airlines. They are the only airline to DO what they say, and actually offer you real rewards you can use. I think it is time to give up my Gold status with United and just fly Southwest, as I think many others are doing. Then I can actually change my flight if necessary without pay ridiculous fees! Adios United!!!!!
Posted by: Mortimur Shenke | 09/30/2011 at 08:06 AM
I have flown 1.8 MM on UAL and 2.24 MM on AA It looks like AA will see a lot more of me again UA thanks for nothing
Posted by: Frank | 09/30/2011 at 07:59 AM
I would like to see an organized protest from subscribers of Frequent Flyer Lifetime Elite members - would FF assist in organizing it?
Posted by: Marty | 09/29/2011 at 02:52 PM
Ditto all comments above. As a 10 year Premier member and loyal United customer I will be moving to South West and Delta. No middle crowded seats for me. Good bye and good luck United!
Posted by: Janice | 09/28/2011 at 06:38 AM
I've been Premier Exec the last three years. I will hit 80,000 miles this calendar year. All in international business class.
I am disappointed with United's announcement. I lose 50% of my RDMs as a result of their new policy.
My company (I am CEO) will be changing our travel partner as a result.
Posted by: Andre | 09/28/2011 at 04:16 AM
More and more US busines no longer rewards loyalty, United is only one example. Even buying american goods does you no good. Screw the customer seems to be the slogan
Posted by: Carl Weinberg | 09/27/2011 at 09:54 PM
As a premier executive, I am also very disappointed about new 2012 mileage plus program because a premier executive member will receive only 50% redeemable bonus miles, instead of 100% currently. I think this is a down grade program for the majority of Mileage Plus members and customers.
Posted by: DC | 09/27/2011 at 05:52 PM
This is classic United deceptive practice. They are preparing to screw each and every Million Mile Flyer with this "new United". If you earned Million mile status you will no longer be Premier Executive for life as contracted, you will be Premier Gold. You go from 100% bonus for all miles flown to 50%! No more Regional Upgrades yearly...zip! Upgrade times reduced from 74 hours in advance to 48 hours. That's how much they value our "extraordinary loyalty", as they put it. Call and email them and register your complaint. If they don't change it there's always the option of a Class Action Lawsuit.
Posted by: Bret | 09/27/2011 at 05:35 PM
As has been said, the devaluation of the elite mileage bonuses is disappointing. Mr. Smisek has said we're going to like the new changes. Obviously I and a larger number of other formerly-valued elites feel the same way. Southwest and its customer friendly policies are looking better all the time. I used to be able to dismiss that because of the perks loyalty bought. No more unfortunately. I think United has made a BIG mistake as they won't fill their cabins with all 1K's and GS as they seem to be banking on.
Posted by: Brad | 09/27/2011 at 05:12 PM