Int'l SWU Denied for Arriving at the Gate "Too Late"?
#17
Join Date: Jul 2010
Location: SFO
Programs: AA EXP
Posts: 5,270
Then one of these days you might lose your gamble, just as the OP did. And I may be there to get upgraded in your place.
#18
Join Date: Mar 2003
Location: NYC/PSP
Programs: AA EXP, A3 Gold
Posts: 4,099
Absolutely do not understand why you have to be at the gate; I have cleared coutnless upgrades both comp and SWU and NEVER had to be at the gate to claim them. I always only show up right before boarding and collect my ticket. I'd be really upset at this.
100% agree with OP and don't know how you can lay blame on him for this situation
100% agree with OP and don't know how you can lay blame on him for this situation
#19
Join Date: Jun 2016
Location: NYC,MIA,XFL
Programs: AA EXP, B6 Mosaic, DL PM
Posts: 863
Agreed. The requiremrnt that at you need to be present at the gate the moment your upgrade clears or you lose it is completely fabricated. How about mobile boarding passes that get automatically updated with your new seat? Why on earth would you think you had to go to the gate to claim it. Ludicrous.
#20
Join Date: Jul 2010
Location: SFO
Programs: AA EXP
Posts: 5,270
If the GA pages you multiple times and you don't respond -- whether for a standby seat, a domestic upgrade, or a SWU, you can lose your spot. This is how it's been as long as I can remember. I know I sound like a broken record, but am a bit astounded at how unfamiliar frequent flyers seem to be with... you know, flying.
#22
Join Date: Jun 2016
Location: NYC,MIA,XFL
Programs: AA EXP, B6 Mosaic, DL PM
Posts: 863
Yes, I did. Directly. I arrived at the check-in desk 2:05 before departure.
CDG is a mess. Basically almost everyone is "Priority" and in a single queue, the queues leading to security inspection have no priority access, and once in the security inspection area, they will only allow business class passengers to access the priority immigration queue.
If AA is going to put a cut-off time on upgrade clearing, don't you think they should announce that?
I frankly can't think of a way to politely address your assertion that arriving at the gate 35-minutes before departure constitutes a waiver of an international upgrade. They were still in the process of boarding my group.
CDG is a mess. Basically almost everyone is "Priority" and in a single queue, the queues leading to security inspection have no priority access, and once in the security inspection area, they will only allow business class passengers to access the priority immigration queue.
If AA is going to put a cut-off time on upgrade clearing, don't you think they should announce that?
I frankly can't think of a way to politely address your assertion that arriving at the gate 35-minutes before departure constitutes a waiver of an international upgrade. They were still in the process of boarding my group.
#23
Join Date: Jul 2009
Location: USA
Programs: AA EXP, UA GLD, Bonvoy Titan, HH Dia, WoH Exp
Posts: 2,673
I would like to ask a couple of questions to clarify the situation in case other forum members are in a similar situation in the future.
Is there a difference between a SWU vs miles+copay upgrade? It seems OP was on the upgrade list with a SWU, so the GA could have upgraded him automatically and had the BP waiting for him when he arrived at the gate. However if OP was using miles+copay, does the GA need to swipe a credit card for the copay porition?
Also if OP was at the AC at CDG, could he have been in touch with the AAngels and inquired about the upgrade? Can the AAngels upgrade the passenger and process the SWU and/or collect the copay if using miles+copay? At what T-departure time, does the AC staff no longer have access to the upgrade list? And does this vary between US hubs and airports outside the US (e.g. CDG)?
Typically they say international flights start boarding 45 minutes prior to departure time. So I usually try to leave the AC or another lounge with enough time to get to the gate by that time. Another member here stated he/she arrives at the gate 75-90 minutes before the departure time. Is this recommended at an airport outside the US and/or if you are waiting for an upgrade and do not want to miss being called? If you are at the AC, doesn't the AC scan your BP and know that you are waiting at the AC and not at the gate?
I am sorry to hear the OP went through a very frustrating experience. However I wonder if the rest of us can learn from this instance and be better prepared if we also are in a similar situation in the future.
Is there a difference between a SWU vs miles+copay upgrade? It seems OP was on the upgrade list with a SWU, so the GA could have upgraded him automatically and had the BP waiting for him when he arrived at the gate. However if OP was using miles+copay, does the GA need to swipe a credit card for the copay porition?
Also if OP was at the AC at CDG, could he have been in touch with the AAngels and inquired about the upgrade? Can the AAngels upgrade the passenger and process the SWU and/or collect the copay if using miles+copay? At what T-departure time, does the AC staff no longer have access to the upgrade list? And does this vary between US hubs and airports outside the US (e.g. CDG)?
Typically they say international flights start boarding 45 minutes prior to departure time. So I usually try to leave the AC or another lounge with enough time to get to the gate by that time. Another member here stated he/she arrives at the gate 75-90 minutes before the departure time. Is this recommended at an airport outside the US and/or if you are waiting for an upgrade and do not want to miss being called? If you are at the AC, doesn't the AC scan your BP and know that you are waiting at the AC and not at the gate?
I am sorry to hear the OP went through a very frustrating experience. However I wonder if the rest of us can learn from this instance and be better prepared if we also are in a similar situation in the future.
#24
Join Date: Jan 2003
Programs: American Airlines Platinum, National Executive
Posts: 3,790
If you want an upgrade, you have to make it more of a priority than this--if you show up 35 minutes before departure, that's too late to shepherd the upgrade through the upgrade clearing procedures and ensure that it's processed correctly.
#25
FlyerTalk Evangelist
Join Date: May 2002
Location: NYC, USA
Programs: AA EXP 3MM, Lifetime Platinum, Marriott Titanium, HH Gold
Posts: 10,966
Agreed. Getting the upgrade is more important than extra time in the lounge.
#26
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Matre-plongeur des Muccis
Posts: 62,948
First, per AA:
Boarding times:
"30 minutes prior to departure From/To the United States and:
Europe
Middle East
Asia
South American destinations: Asuncion, PY; Brasilia, BR; Belo Horizonte, BR; Curitiba, Br; Buenos Aires, AR; Rio de Janeiro, BR; Sao Paulo, BR; Lima, PE; Montevideo, UY; Porto Alegre, BR; Recife, BR; Salvador, BR; Santiago, CL; Sao Paulo Viracop, BR"
http://www.flyertalk.com/forum/ameri...ar-2017-a.html
We've had many posts regarding:
Boarding times - for many international flights, they begin boarding 45 (or earlier - see above) minutes prior to scheduled departure
D-0 - wherein many gate agents begin boarding early
Losing upgrades because one was not in the gate area before they began boarding, which is when they process upgrades
Whether it's AA policy or not seems immaterial, because the evidence supports gate agents are empowered to do pretty much anything they want as long as the jetway is closed and the aircraft is ready for pushback on time.
These posts have been full of angst - why should Club members be denied Club access merely because the gate agents might choose to process upgrades by voice calls, leaving those not present out of luck and upgradeless? Because D-0 is their priority. Apparently AA will penalize them for a late departure if it's due to gate checking bags because there were too many passengers with bin bags, or other reasons presumably under their control, and AA appears not to penalize them for early boarding calls and using upgrade in order but by voice call.
Boarding times:
"30 minutes prior to departure From/To the United States and:
Europe
Middle East
Asia
South American destinations: Asuncion, PY; Brasilia, BR; Belo Horizonte, BR; Curitiba, Br; Buenos Aires, AR; Rio de Janeiro, BR; Sao Paulo, BR; Lima, PE; Montevideo, UY; Porto Alegre, BR; Recife, BR; Salvador, BR; Santiago, CL; Sao Paulo Viracop, BR"
http://www.flyertalk.com/forum/ameri...ar-2017-a.html
We've had many posts regarding:
Boarding times - for many international flights, they begin boarding 45 (or earlier - see above) minutes prior to scheduled departure
D-0 - wherein many gate agents begin boarding early
Losing upgrades because one was not in the gate area before they began boarding, which is when they process upgrades
Whether it's AA policy or not seems immaterial, because the evidence supports gate agents are empowered to do pretty much anything they want as long as the jetway is closed and the aircraft is ready for pushback on time.
These posts have been full of angst - why should Club members be denied Club access merely because the gate agents might choose to process upgrades by voice calls, leaving those not present out of luck and upgradeless? Because D-0 is their priority. Apparently AA will penalize them for a late departure if it's due to gate checking bags because there were too many passengers with bin bags, or other reasons presumably under their control, and AA appears not to penalize them for early boarding calls and using upgrade in order but by voice call.
Last edited by JDiver; May 21, 2017 at 10:31 pm
#27
FlyerTalk Evangelist
Join Date: May 2001
Location: LAX; AA EXP, MM; HH Gold
Posts: 31,789
The OP was just minutes away from being off-loaded and left behind {if the flight was overbooked or there were standby passengers):
https://www.aa.com/i18n/customer-ser...ooter?#checkin
Looks like a good learning opportunity. Want an upgrade? Get to the gate early. You don't ever want to miss your name being paged by a gate agent.
Arrival at Gate
You must be at the gate and ready to board the aircraft:
15 minutes prior to scheduled departure for flights departing from points -within- the U.S., Puerto Rico, and Virgin Islands
30 minutes prior to scheduled departure for flights departing from points -outside- the U.S., Puerto Rico, and Virgin Islands, i.e., Canada, Mexico, Europe, Asia, Central/South America, Caribbean, Bahamas, Bermuda
You must be at the gate and ready to board the aircraft:
15 minutes prior to scheduled departure for flights departing from points -within- the U.S., Puerto Rico, and Virgin Islands
30 minutes prior to scheduled departure for flights departing from points -outside- the U.S., Puerto Rico, and Virgin Islands, i.e., Canada, Mexico, Europe, Asia, Central/South America, Caribbean, Bahamas, Bermuda
Looks like a good learning opportunity. Want an upgrade? Get to the gate early. You don't ever want to miss your name being paged by a gate agent.
#28
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Rather than speculating about the GA's misconduct, if you believe that you have been done wrong, send in a complaint form.
Make it 2-3 short declarative sentences and leave out all of the irrelevant stuff. All that is important here is that AA requires passengers to be at the gate by T-30 for international departures and that you were, but you were told by a GA that this was too late as your name had been called sometime befo
If I were you, I would stick to the facts you know. AA can see exactly who cleared, how they cleared (instrument), and when.
The policy answer is that AA ought to specifically state that UG's must be at the gate no later than T-45, but the practical answer is that this is the case.
Make it 2-3 short declarative sentences and leave out all of the irrelevant stuff. All that is important here is that AA requires passengers to be at the gate by T-30 for international departures and that you were, but you were told by a GA that this was too late as your name had been called sometime befo
If I were you, I would stick to the facts you know. AA can see exactly who cleared, how they cleared (instrument), and when.
The policy answer is that AA ought to specifically state that UG's must be at the gate no later than T-45, but the practical answer is that this is the case.
#29
FlyerTalk Evangelist
Join Date: Nov 2003
Location: Wesley Chapel, FL
Programs: American Airlines
Posts: 29,759
Maybe if AA would make them redeemable greater than 2 seconds before last call would help.
#30
Join Date: Oct 2003
Location: DCA
Programs: UA LT 1K, AA EXP, Bonvoy LT Titan, Avis PC, Hilton Gold
Posts: 9,644
Your upgrade should have been processed and then when you boarded they should have handed you a new boarding pass. But...........
But it this situation - waiting for upgrade on international flight - I would arrive at the gate say 75 minutes before departure.
I check the upgrade list on the AA app (frequently) to see where I am on the list. I use expert flyer seat map to check how many open seats there are and availability to see how many J seats remain (again frequently). If Y is oversold then they may reduced number of J they will sell. The seat map is pretty accurate at 1 hour out.
If I know I will likely clear the upgrade - I will definitely go the gate early. And I continue to check AA upgrade list and EF seat map at the gate, particularly if I have a companion I am trying to get upgraded.
But it this situation - waiting for upgrade on international flight - I would arrive at the gate say 75 minutes before departure.
I check the upgrade list on the AA app (frequently) to see where I am on the list. I use expert flyer seat map to check how many open seats there are and availability to see how many J seats remain (again frequently). If Y is oversold then they may reduced number of J they will sell. The seat map is pretty accurate at 1 hour out.
If I know I will likely clear the upgrade - I will definitely go the gate early. And I continue to check AA upgrade list and EF seat map at the gate, particularly if I have a companion I am trying to get upgraded.