Increased change fees, elimination of the ability to put award tickets on hold, telephone booking fees, fuel surcharges, when airlines add fees and reduce the flexibility of reward tickets it’s a common refrain to say, “why should the policies be any different for award tickets than for paid travel?” And if anything, those folks will often say that paid travel should be more flexible, since you’re actually giving up money to the airline for your seat.

I take the opposite view. Miles aren’t just a rebate to be used for future travel. Frequent flyer award tickets are a reward for loyalty, a thank you for your ongoing business. And as a thank you, the process should be as simple and as uncomplicated as possible.

Airlines sometimes view miles earned as meaning a customer is captive, the airline has earned the revenue that generated the miles already and the customer has nowhere else to go to redeem their points — why not tack on a few fees, pure profit! American actually imposed a $5 fee for booking award tickets online back in 2008 (that fee is now gone..). Back in January 2008 I said that more and more airlines would impose fuel surcharges on award tickets and that’s certainly proven correct. Also in 2008 US Airways started charging “award processing fees” which is just a fee for the privilege of using the miles you’ve earned.

But award tickets aren’t just like revenue tickets, and can’t really be treated the same way — not only because they’re a reward for loyalty (and a thank you) but also because they’re tougher to use, it’s not like a paid ticket where if there’s a seat available on the plane you can buy it. But rather, if you’re trying to use you’re miles, you’re hunting and pecking for award seats. That makes it difficult to coordinate other travel, such as if you’re trying to book tours that sell out or specialty accomodations. Maybe you won’t take that cruise or go on that safari if you can’t use miles to your destination. But just because you can book an award ticket doesn’t mean you’ll be able to get the rest of the trip you wat. Both pieces must be coordinated. On an award ticket that’s hard.

It used to be quite common, you would find the award seats you wanted and put those on hold. Then you’d confirm the rest of your trip and go back and ‘purchase’ your award tickets.

This is also useful for booking multiple passengers on the same flights from different mileage accounts, you put one ticket on hold, purchase the second one, go back and ticket the first passenger. That way you ensure you can get the seats you want, since inventory is dynamic and funny things can happen along the way.

Recently there’s been a trend towards the elimination of airline hold policies for award tickets. Back in January I surveyed those policies, explaining how putting award reservations on hold woks with several airlines.

Since that time, United and Continental have merged their reservation systems and frequent flyer programs. So their policies have changed. It used to be that United allowed you to hold an award ticket for 72 hours as long as you had enough miles in your account for the reservation. Continental allowed you to hold an award ticket for 72 hours as long as you didn’t have enough miles (so you had time to transfer them in, to purchase the points, etc.).

But Continental had introduced ‘fare lock’ — the option to put revenue tickets on hold for a fee. And then they introduced this for award tickets as well. A hold — whether you had the miles in your account or not — was going to incur a charge as recently discussed by Mommy Points.

However, there is still a way to put an award ticket on hold using the United website.

If you’re scared of e-commerce, of entering your credit card information into a website, you’re hopelessly lost in the 90′s. But you’re also in luck. Because they’ll stick the award on hold for you to give you a chance to call in and complete the transaction.

Right above where you choose your payment method — credit card, Paypal, online check, Western Union — is a link to complete your purchase by phone.

Click it and you will be given a bolded confirmation number.

The reservation is now on hold. You can even see it under your itineraries listing.

Pull up the itinerary and there will be a message showing you how long the reservation is held for.

In my experience the website will say midnight the next day (in the city of origin for the itinerary). In practice, I’ve found that when you call an agent will confirm that the hold is actually for three days. This was always true on the Continental website before the integration with United, I haven’t tested that the hold really is for three days post-integration.

  1. Phil said,

    this is a very nice little trick, thanks gary. one for the back pocket.

    i can’t agree with the analysis that awards – today at least – are some kind of thank you for your loyalty. by way of example i am planning a 400k united redemption, combined with using some of my 860k hilton points. those are big “thank yous”. i have not flown on paid united in my life, and i only had one paid hilton stay at atl courtesy of an irops overnight.

    as shown by ac with aeroplan (and why this has not become more popular i am really perplexed) award programs are very profitable marketing machines, and eeking out more $$$s for using them – while i don’t like it, it doesn’t surprise me given they really don’t have much to do with any real loyalty to the brand

  2. elsie said,

    that is great! let us know if it really works post integration!

  3. Kevin said,

    Thanks for the info! Very useful.

    FYI, on my computer (iMac using Safari), the screenshots aren’t showing up clearly in your blog, but are fine when I click through.

  4. Gary said,

    @Kevin when I save a screen shot, sometimes it is too large to display. I can reduce the size of the photo by specifying the number of pixels precisely, or I can specify it based on a percentage. I’m usually lazy and use the percentage method. It’s standard HTML and renders properly in every browser other than Safari that I have ever tried. Sorry!

  5. Stopover/Open Jaw Rules for Award Tickets Inside of Europe - Page 3 - FlyerTalk Forums said,

    [...] Is this possible? And if so, is there a risk involved? I was thinking that I could maybe use the "phone order option". Thanks in advance! [...]

  6. bluto said,

    pure genius. thank you.

  7. Joe said,

    You forgot to mention that miles are cash! Instead of receiving miles I could have chosen to use a cash rebate credit card for my purchase. So by making the choice to receive miles I gave up the choice of receiving cash, which by the way, would be worth more than the miles in many cases. So these airlines should be treating award miles as their best loyal customer, as you indicated, and should receive the finest treatment by their company.

  8. chitownflyer said,

    Thanks for the info! It is great to learn of a method to place UA awards on hold.

  9. Cdiddy said,

    If you have to call in to have it ticketed, won’t they then tack on the $25 phone ticketing fee?

  10. Todd said,

    Same thing with pay by Western Union. Of course, you don’t actually have to pay with Western Union but you get a confirmation number. The itin is then on hold and you can go back in on-line and complete the transaction by credit card.

  11. Milezjunkie said,

    Glad you wrote about this. I commented this to Mommy Points over two weeks ago and long before that as well but she didn’t pick up on it.

  12. gavinmac said,

    Really good info. Just did this.

  13. ellen said,

    thanks much, this is awesome! :) yay for people stuck in the 90′s~

  14. Anatomy of an Award: Using United Miles and Avios to Hop through Asia | milevalue.com Anatomy of an Award: Using United Miles and Avios to Hop through Asia | Rationally Exploiting Frequent Flier Programs said,

    [...] Here’s how we reserved the SFO-PVG and NRT-SFO flights. We went through the normal multicity united.com booking process. Then on the payment page, we clicked “phone order page.” (Hat tip Gary Leff) [...]

  15. Six and a Half Hours on a Flat Bed in a Dreamliner for 25,000 United Miles | milevalue.com Six and a Half Hours on a Flat Bed in a Dreamliner for 25,000 United Miles | Rationally Exploiting Frequent Flier Programs said,

    [...] Trick to Avoid a United Phone Fee (H/T View From the Wing) [...]

  16. Real Life Award Booking: Asia for the In-laws | asthejoeflies said,

    [...] with United Airlines award ticketing. You can put award tickets on hold using the method outlined here.  Essentially, you work up your entire itinerary online, but then say you want to complete the [...]

  17. Corridor! said,

    I read this when you posted this. I was just able to take advantage of this. A trick I will never forget.

    Thanks!

  18. Steve said,

    Just used this “trick”, today, Thursday at 4:30pm, and it shows that it’s on hold till midnight on Saturday!

    Thanks for the terrific tip!!!

  19. United Eliminates Free ‘Hold’ Option for Award Tickets - View from the Wing said,

    [...] Except that you could still hold awards. Because the payment screen included options to call in with your credit card number (if you were scared of the internet, I guess). Selecting this put the reservation on a 24 hour hold to give you time to complete the transaction. (There were options for Western Union and cash, as well.) [...]

  20. Christopher Tin said,

    Thanks for this tip. I just put a ticket on ‘hold’ 10:28am EST Tues…held online until midnight Thursday (timezone is departure city.)

    So in fact, you do get 3 days, if you include today.

  21. Gary said,

    @Christopher Tin – not always confident in the reservation lasting as long as promised…

  22. Which First Class Flights Home from Asia…help me choose - Point Me To The Plane said,

    [...] you can still place flights on hold using United.com. Check out Gary’s post from back in June for further [...]

  23. Christopher said,

    Gary, you’re right, I had a reservation on hold and it said midnight EST, but it disappeared probably around mid-day lunchtime the date that was indicated. Oh wells.

    This time I’m not seeing the phone booking option on award tickets though.

  24. Gary said,

    @Christopher – I have since written about the phone hold going away

  25. Is United FareLock Worthwhile? (Update) said,

    [...] original setup for this experiment was for $239 including all taxes and fees.  I had the option of purchasing United FareLock for $7.99 to hold this price for up to one-week.  In essence it was purchasing a call option for a flight. [...]

  26. Fan said,

    Gary, Is the phone hold method totally dead? Is it possible to ask an agent to hold the ticket?

  27. Suzette said,

    That option is not seen on United anymore

  28. Add A Comment

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