“Surprise and Delight” Less Delightful at United


TheStreet reports United’s policy of “Surprise and Delight” will end in August 2023 for flyers traveling aboard the Boeing 767-300ER and 767-400ER.


United Upgrade Policy Affects Small Handful of Domestic, International Flights

For most flights, United’s “Surprise and Delight” policy allows customer service agents to upgrade United MileagePlus elites just prior to the flight. Primarily offered to the carrier’s top MileagePlue Premier passengers, including the secret Global Services tier, the Surprise and Delight program stands as a way to thank travelers for their particular loyalty to the Chicago-based carrier.


However, the policy will no longer apply to certain airframes starting in August 2023. The carrier will discontinue the surprise upgrades for those flying aboard the carrier’s aging 767 aircraft, as they work to retrofit them with premium economy seating. In order to move up on flights on the 767-300ER and -400ER, all flyers – some elites included – will have to use cash, MileagePlus miles, or PlusPoints.


The good news is that the lost policy will only affect flyers on a few select routes. According to FlightRadar24, United is currently flying eight of their 38 767-300’s, which service select long-haul domestic and international routes. The aircraft have been seen traveling between hub cities and Honolulu, as well as international trips to Rio de Janeiro/Galeão International Airport (GIG), Lima Jorge Chávez International Airport (LIM), and London Heathrow Airport (LHR).


United Policy Change Coincides with Other Cuts

The upcoming change to Surprise and Delight comes as United considers the future of certain routes in their network. In April 2023, the carrier announced 4,300 cuts from their schedule in New York and Washington, D.C., in order to keep flights moving during the traditionally busy summer 2023 season.


How do you feel about Surprise and Delight going away on United’s 767 routes? Share your thoughts on the FlyerTalk Forums.

Source: frugal travel guy

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