I'm sure these ideas have been discussed before, but I'm reinforcing the needs of members.
Allow members to use upgrade certificates online.
If upgrade certificates are tracked online, via the aeroplan website, allow members to upgrade without having to call in. This reduces the costs of an upgrade over the long term (reduce call center staffing), and helps deal with the "lost upgrade certificate" scenario because they are all tracked electronically.
Now, this concept isn't without it's faults. There is still the problem of people trying to use spent upgrade certificates at the airport, but there are ways around it.
If members can use upgrade certificates online, why not allow members to PURCHASE seat upgrades using miles or cash?
If banking miles is a problem for the business, members need ways of spending those points more often. I'm betting one of the most popular ways to spend miles for frequent travellers would MOST DEFINITELY be spending on upgrades. It just makes sense, doesn't it?
Breif point to make to those who believe the new named upgrade certificates are like cash - THEY AREN'T. Previously, if I lost an upgrade certificate, I was able to purchase/borrow another. Because they are named certificates, it's more like a bank card, I can't use someone elses. If I lose them, I get nothing, or if I yell loud enough, I get a whole new set - which can't be good for the business.
The future?
Wouldn't it be great if the terminal employee could swipe your Aeroplan card, instantly realize you have 2 extra upgrades and assign you one immediately? Or the check-in kiosk tells you how many certificates you have, and allows you to apply them instantly? Or the aircanada website check-in page recognizes you as a member (it's on your PNR) and suggests an upgrade?
What if you had to swipe your card to enter the lounge? You have to show your ID and boarding pass, why not swipe the card? Maybe the lounge employee suggests upgrades, or alternate flights? This is also great for the business because they can track how many AP members vs non-AP members (i.e. Star) use the lounge which would put some real numbers behind those alliance dues.
Wireless in the lounges? Why not have members authenticate using their AP ID instead of a bell authentication? Gives you a better idea of who (SE, E, P, AP) are using computers, and can be used to better plan the power/internet layout in an aircraft.
Dear qmnonic -- Welcome to FT! That's quite a first post. How long have you been lurking?
I'm all in favour of e-certs. Perhaps someone will chime in with, "we need to wait for the next upgrade to AC's reservations system" or something similar.
--
13F
Programs: AC*SE; UA 1K; PCPlat/RoyalAmbassador; HyattGPDiamond; SPGGold;AirMilesGold
Posts: 26,074
Quote:
Originally Posted by Seat13F_AC_CRJ
Perhaps someone will chime in with, "we need to wait for the next upgrade to AC's reservations system" or something similar.
Which is exactly what's in the future for us. This will eliminate certs and allow automated requests to be made at the time of booking/ticketing. Then when our upgrade window arrives, we will be confirmed based on status and where we are in the automated cue (perhaps adding another dimension of when booking was made). If I-class is not available at the threshold, we'd remain in a cue for possible last-minute upgrading. If confirmed, an email would be sent out. If not, then we'd go through the check-in/at gate procedures.
As for mileage upgrades, AC has steadfastly resisted and I suspect will continue to do so even though there is a STAR program providing for this among several members, which is supposed to be alliance-wide at some point in the future -- likely when the new res system (which also involves other STAR partners) is implemented. If it succumbs, look for this to be a relatively limited award: as with the STAR program, only possible from full-fare Y to J/C.
There are many new opportunities that AC has provided its elites and non-elites to upgrade, all of which are revenue-based. Latitude passes permit day-before, certificate-free upgrading into full J, not just capacity controled I-inventory. And one does not have to be elite to use this, just part of a company pass program.
Many of us here would not like to see any significant expansion of upgrading particularly with miles, as this would further reduce the certificate inventory.
So welcome, but given your wish-list, you may not find satisfaction...
you must realize that AC is a couple years behind the times with everything, so within the next few years it will probably happen. But for now the excuse is, our IS system cannot handle that, it can't handle anything as far as I see.
Which is exactly what's in the future for us. This will eliminate certs and allow automated requests to be made at the time of booking/ticketing. Then when our upgrade window arrives, we will be confirmed based on status and where we are in the automated cue (perhaps adding another dimension of when booking was made). If I-class is not available at the threshold, we'd remain in a cue for possible last-minute upgrading. If confirmed, an email would be sent out. If not, then we'd go through the check-in/at gate procedures.
e-certs would solve many problems, and are greatly anticipated. It would be interesting to explore that option online first, to continue to increase the customer traffic through the online channel - away from the call centre to help justify the cost to the business. It would be interesting if upgrade certificates in the future were only available online. Or after a renom, you are assigned half paper and half e-certs.
Quote:
Originally Posted by Shareholder
As for mileage upgrades, AC has steadfastly resisted and I suspect will continue to do so even though there is a STAR program providing for this among several members, which is supposed to be alliance-wide at some point in the future -- likely when the new res system (which also involves other STAR partners) is implemented. If it succumbs, look for this to be a relatively limited award: as with the STAR program, only possible from full-fare Y to J/C.
Many of us here would not like to see any significant expansion of upgrading particularly with miles, as this would further reduce the certificate inventory.
It's interesting that AC would resist moving towards mileage upgrades whether STAR is moving in that direction or not. Wouldn't it be a good idea in general? From a customer perspective, this would certainly increase my likelihood of flying AC knowing I had the possibilty of upgrading online - rather than a discount carrier (shutter).
I'm not sure why mileage upgrades would somehow reduce the significance of certificates - as per your second comment. I understand that upgrades should be "exclusive" and not for everyone, but would you not also want to reach the occational flyer? The customer that flys 5 times a year, has been banking miles for years, but doesn't qualify for certificates? Or a status customer that flys 30 times a year, but is always on a tango plus fare and would upgrade more than twice?
This sort of thinking depends where the bulk of the flyers are, and where the revenue comes from - but shouldn't be driven by revenue as a happy flyer will encourage more flyers, thus more revenue. I would assume many customers fit into this category? These people fly often enough that they might not have quite enough for a vacation, but have enough miles to spend on themselves somehow - a dinner, an electronic gadget, an upgrade?
Programs: AC*SE; UA 1K; PCPlat/RoyalAmbassador; HyattGPDiamond; SPGGold;AirMilesGold
Posts: 26,074
Quote:
Originally Posted by qmnonic
It's interesting that AC would resist moving towards mileage upgrades whether STAR is moving in that direction or not. Wouldn't it be a good idea in general? From a customer perspective, this would certainly increase my likelihood of flying AC knowing I had the possibilty of upgrading online - rather than a discount carrier (shutter).
As I noted, the STAR upgrade program, and those of most programs except for UA and US, permit mileage upgrades from only the highest economy fare. So your scenario would not play out since anyone flying a discount carrier would not be willing to pay full economy to upgrade with miles.
Also, the number of miles required to do these upgrades on a round trip basis is almost as much as an economy award ticket to these destinations, so hardly something someone without hundreds of thousands of AE miles is likely to want to waste their miles on. Afterall, paying top dollar for a fare to Europe ($3K), and then also burning 70K-80K per upgrade?!
US and UA, and other American carriers who have offered mileage upgrades have been increasing both the mileage required and the fares eligible. I suspect this has been done to make certificate upgrades more accessible to their elite members, who they have to coddle with such perks and keep happy so they keep "loyal".
So you might be correct in claiming such upgrades would have little effect on availability for elites using certs, but if AC did introduce mileage upgrades, and given the tightening of eligible fares for cert upgrades, only the highest economy fares would qualify, and on international flights, the cost in miles would be pretty much the same as economy flights in the Classic category. The cost would be so high, few if any AE members would take advantage of them.
But if AC did join the STAR program, there would then be added competition for upgrades from a whole new group of people...and lots of business types do buy full fare, eligible tickets.
Also, would mileage upgrades have an advantage over elite upgrades (on Y and M bookings) which can also be confirmed -- I-class inventory being available -- at time of booking/purchase? This would take up more inventory and make less available to SEs at their 7-day window on discounted fares, and Es 4-day window.
Dear qmnonic -- Welcome to FT! That's quite a first post. How long have you been lurking?
I'm all in favour of e-certs. Perhaps someone will chime in with, "we need to wait for the next upgrade to AC's reservations system" or something similar.
--
13F
US Airways has a form of this system in place. Its great! I'm glad A/C is finally getting up to speed with the market place.
I second the possibility of doing E-upgrades. It's a piece of cake with UA to do the e-upgrades if you have the mileage. I written a few times to Aeroplan and AC about that option. Same note: Our system can't handle that. Maybe in the future.
As I noted, the STAR upgrade program, and those of most programs except for UA and US, permit mileage upgrades from only the highest economy fare. So your scenario would not play out since anyone flying a discount carrier would not be willing to pay full economy to upgrade with miles.
Also, the number of miles required to do these upgrades on a round trip basis is almost as much as an economy award ticket to these destinations, so hardly something someone without hundreds of thousands of AE miles is likely to want to waste their miles on. Afterall, paying top dollar for a fare to Europe ($3K), and then also burning 70K-80K per upgrade?!
Interesting. I agree that paying for a full economy fare then burning 80k for an upgrade sounds crazy (I can fly to italy business for 80k). So why is this the only option?
I suppose the point I'm trying to make is this - what are the customers looking for? What do they want? What are the bulk of the repeat travellers booking and wishing they had?
I can clearly only speak for myself, but having flown 30 long-haul tango plus segments in '05, I would almost certainly burn mileage on upgrades. Would I burn 40k for an upgrade to the west coast? No way, i can get a reward seat for that. Would I burn the difference between an economy and business class reward seat - 15k? YES. Would it matter what actual seating class I was booked into? Probably not.
Upgrades and their mileage prices should probably make sense to the customers. 40k affords me a business class roundtrip long-haul to the west coast. A latitude (or a tango plus for that matter) long-haul fare + 40k for a business class upgrade to the west coast doesn't make any sense to the customer.
