KLM Flying Dutchman - New light on upgrades with KLM?

I was looking through the Swiss forum here on FT and came across the following post: (http://www.flyertalk.com/forum/18985712-post48.html)

I am just coming back from a US trip with KLM in business.

I always try to talk with the purser and this flight (outbound) wasn't an exception. During the chat i tried to lead her on employee benefits. She told me then that at KLM, if an upgrade has to be made, the staff members come always BEFORE rev-passengers. The reason is that passengers, in this case, will not pray and hope for an upgrade, but pay the C ticket to make sure they sit in the front cabin. Again, not sure if it is true but it make sense, actually, from the economic point of view.

Don't know if milesfixed posted this here in the KLM section but thought I'd add it anyway.

I believe it may be true depending on the situation.

I have a copy of the IPB (Indien Plaats Beschikbaar handbook - the staff travel guide) and in the case that Economy is not full that they do not need to upgrade revenue customers, if an eligible staff member travels he may get a seat in Business Class (while no revenue passengers will be upgraded).

In the case of overbooking, the situation may be different as - I believe - they should follow the procedures as dictated by departure control system. In this case, I cannot tell you what the algorithm is.

Gajan

The thing is, I do think that most of the frequent fliers (at least in here) don't expect upgrades, but do of course hope for them.

From a customer relations perspective, it would be better to upgrade pax than to let employees getting the seats. Why?

1. Looking at the statistics of each FF pax, the airline can see if they usually fly in C or Y so the likely-hood of an usual Y pax buying C tickets are minimal. Y pax will usually go for cheaper flights than staying loyal to one company (except for alliance card holders of course), but his is not 100% either.

2. Maybe, and just maybe, will a certain %'age buy C tickets next time if they get a taster for it, OR it could be that KLM's C product is nothing they want to advertise so no upgrades for Y pax?

Most employers give their employees staff benefits. I receive some and am sure most of you do too.

One of the perks of working more than 20 years for KLM, pursers and captains (I believe these are eligible, but would have to check to confirm) get to fly Business Class if place is available (indien plaats beschikbaar).

I do not see what the problem is provided that the rules are followed (and no, let us not go down that road).

Gajan
AF/KL co-Moderator

The thing is, I do think that most of the frequent fliers (at least in here) don't expect upgrades, but do of course hope for them.

From a customer relations perspective, it would be better to upgrade pax than to let employees getting the seats. Why?

1. Looking at the statistics of each FF pax, the airline can see if they usually fly in C or Y so the likely-hood of an usual Y pax buying C tickets are minimal. Y pax will usually go for cheaper flights than staying loyal to one company (except for alliance card holders of course), but his is not 100% either.

2. Maybe, and just maybe, will a certain %'age buy C tickets next time if they get a taster for it, OR it could be that KLM's C product is nothing they want to advertise so no upgrades for Y pax?

1. What, if the usual C pax discovers that he is more likely to be upgraded when he is in Y? He could for example decide, to book all his private travels in Y from then on...
2. That is exactly why non status pax are upgraded sometimes.

I had the impression that upgrades where almost extinct for a couple of years after the merger with AF. But nowadays, they are back in an unpredictable shape and form. And that's perfectly ok imho.

And I think that employee benefits are perfectly fine too. As long as it stays discreet and doesn't turn into a little party or something. Despite some reports I've read here, I've never had any problem with it and it's starting to get pretty difficult for me to find huisjes numbers which I don't have yet ;)

I have not seen as many upgrades as I used to before. I got used to it. No more upgrades expected. I tend to avoid flying Y long haul, so my strategy now is:
- fly AF PV (EC on KL and DL does not seem great)
- buy the cheapest business class ticket I can find, it is often with KL or DL but if it must be any non-Skyteam airline so be it
- use miles to upgrade or get a free ticket when possible
- once in a while suck it up in Y but in that case go for the best quality/price deal. For example if I fly JFK to SFO in Y Jetblue always wins over DL.

Hmm, I fly longhaul C for business, 6-8 trips a year, longhaul Y for pleasure maybe once every 1-2 years usually with my family. Upgrading me and my party, or even someone (e.g. Mrs. COFF-Platinum) when I fly Y would be reinforcing the many positive feelings I might already have for this airline.

The free upgrade to Y+ makes a difference already..