US Airways Dividend Miles - No upgrade love at PHL

My girlfriend and I (both GP) flew to Montego Bay (MJB) from PHL on free vouchers on 1/16/07. The vouchers were given to us when we were voluntarily bumped from an overbooked flight. As a result, the tickets were X class.

According to the seat maps the night before, the flight was about half empty -- including F. So when we got to the gate, I very nicely asked the GA if we could be upgraded if no other paid-ticket Preferreds showed up.

She wouldn't even consider it. She gave me the party-line about how X class tickets can't be upgraded for free. I told her that I understood that, yet I also knew that the GA's have the discretion to do so. I informed her that my girlfriend and I were upgraded with X class tickets twice in 2006: once from Cancun (CUN) to PHL and once from CLT to San Jose, Costa Rica. Heck, the upgrade in CUN happened at the ticket counter -- and I didn't even have to ask!

Still, the GA wouldn't budge. I asked to speak to a supervisor, but she said none were available. Seems like this GA was just another miserable PHL type. A sad existence.

Considering how much more difficult it is to get upgraded on paid tickets these days, it seems to me that upgrading X-class Preferreds when there are empty F seats is a no-brainer. I will contact US to suggest this idea as well.

It's never been in policy to do that, and you were lucky to get upgraded in CUN. Sometimes breaks like that are nice! :D

This isn't a PHL thing, it's a following policy thing. You should have been able to BUY GoFirst upgrades, though. When you "informed" the GA, that probably ensured that you wouldn't get upgraded.

IIRC, the GA doesn't know if you used a voucher or miles. From the airline's perspective if they upgraded preferreds on free Y tickets there would be no need for preferreds to use the miles required for a free F ticket, thus resulting in even tighter award availability as folks would have more miles to burn.

On the surface there's no reason not to, but there are forces at play beyond the stuff at the gate. You'll find similar policies at AA that allow paid upgrades from award tickets on some flights, but not freebies. (though this would only hit EXPs since everyone else "pays" with 500 milers). Someone else who flies OA's may be able to fill in the blanks on them as well.

It's never been in policy to do that, and you were lucky to get upgraded in CUN. Sometimes breaks like that are nice! :D

...

IIRC, the GA doesn't know if you used a voucher or miles. From the airline's perspective if they upgraded preferreds on free Y tickets there would be no need for preferreds to use the miles required for a free F ticket, thus resulting in even tighter award availability as folks would have more miles to burn.




I agree that those other upgrades were nice breaks. But they obviously can be done. I even got upgraded to Business Class on two of four segments on Varig when I flew from JFK to Brazil last year. Granted, I paid for the Y fare, but my *A Gold status was all it took for the TA to put me in Business Class for free.

As for US's logic that "if they upgraded preferreds on free Y tickets there would be no need for preferreds to use the miles required for a free F ticket", that logic contradicts their own paid-Preferred free upgrade program. Consider how it works when we Preferreds travel on a paid Y ticket: we'll only get upgraded if there are F seats available at the window or at the gate. If we wanted to guarantee an F seat, we either had to pay for it in advance or use miles to upgrade in advance.

It's never been in policy to do that, and you were lucky to get upgraded in CUN. Sometimes breaks like that are nice! :D

This isn't a PHL thing, it's a following policy thing. You should have been able to BUY GoFirst upgrades, though. When you "informed" the GA, that probably ensured that you wouldn't get upgraded.



Policy is a tricky thing. There's so many on FT who cling to policy when they feel cheated (they owe me) but then bash it (and I'm speaking in general--no intended flaming of the OP) when it can't be bent for their convenience (couldn't they just bend it for my preferred sake?).

Policy is a tricky thing. There's so many on FT who cling to policy when they feel cheated (they owe me) but then bash it (and I'm speaking in general--no intended flaming of the OP) when it can't be bent for their convenience (couldn't they just bend it for my preferred sake?).


No offense taken!

My main point is that US should make it a policy that Preferreds with X-class tickets should be upgraded to F if there are empty seats remaining after all of the other passengers' upgrade options are exhausted.

No offense taken!

My main point is that US should make it a policy that Preferreds with X-class tickets should be upgraded to F if there are empty seats remaining after all of the other passengers' upgrade options are exhausted.

I agree and appreciate that you want to see it made policy. Afterall, you got that ticket for helping them out and giving up your seat. Would it kill them to reward you with an upgrade if F is going to otherwise go out with empty seats?

No offense taken!

My main point is that US should make it a policy that Preferreds with X-class tickets should be upgraded to F if there are empty seats remaining after all of the other passengers' upgrade options are exhausted.

I concur with your logic... not to mention with the fewere number of F seats these days, I would think this would be few and far between. In the future, it might make sense to take the $200 voucher and buy the ticket and upgrade at the window. Overall, i'd give US a :td: on this one.....

I concur with your logic... not to mention with the fewere number of F seats these days, I would think this would be few and far between. In the future, it might make sense to take the $200 voucher and buy the ticket and upgrade at the window. Overall, i'd give US a :td: on this one.....

A big :td: for US for not giving a free upgrade on top of a free ticket? For all of us, can you please let us know which airlines that offer such a generous perk? Thanks in advance.

A big :td: for US for not giving a free upgrade on top of a free ticket? For all of us, can you please let us know which airlines that offer such a generous perk? Thanks in advance.

I don't know if any other airlines offer this perk. And that's irrelevant. There are plenty of services that other airlines do provide that US doesn't. That doesn't mean US should or would. Each airline if free to have its own policies.

Also, I don't look at the ticket as a "free" ticket, either. As you wrote earlier, it was given as compensation for giving up a seat on a flight when US had overbooked itself. It's not like I won it in a lottery -- althought that's the attitude that US takes toward these tickets!

I don't know if any other airlines offer this perk. And that's irrelevant. There are plenty of services that other airlines do provide that US doesn't. That doesn't mean US should or would. Each airline if free to have its own policies.

I think it's relevant when other posters (not you) are giving US a big ol' :td: because they don't do this. I agree with all your points.

I just think it's a bit unfair to :td: US just because they're following the industry standard of not upgrading these kinds of tickets.

My girlfriend and I (both GP) flew to Montego Bay (MJB) from PHL on free vouchers on 1/16/07. The vouchers were given to us when we were voluntarily bumped from an overbooked flight. As a result, the tickets were X class.

According to the seat maps the night before, the flight was about half empty -- including F. So when we got to the gate, I very nicely asked the GA if we could be upgraded if no other paid-ticket Preferreds showed up.

She wouldn't even consider it. She gave me the party-line about how X class tickets can't be upgraded for free. I told her that I understood that, yet I also knew that the GA's have the discretion to do so. I informed her that my girlfriend and I were upgraded with X class tickets twice in 2006: once from Cancun (CUN) to PHL and once from CLT to San Jose, Costa Rica. Heck, the upgrade in CUN happened at the ticket counter -- and I didn't even have to ask!

Still, the GA wouldn't budge. I asked to speak to a supervisor, but she said none were available. Seems like this GA was just another miserable PHL type. A sad existence.

Considering how much more difficult it is to get upgraded on paid tickets these days, it seems to me that upgrading X-class Preferreds when there are empty F seats is a no-brainer. I will contact US to suggest this idea as well.

I have to say in this instance I agree with the GA. Free tickets are not upgradeable. He/she was completely right to follow policy. You knew that, I'm sure, when you accepted the vouchers. You should have bought GoFirst upgrades, and been grateful to have a free flight. You got a good deal, snagging a free flight. No good reason for you to fly First for free...! So you lucked out once or twice in the past.. doesn't mean you are entitled to the same treatment forever!

I asked to speak to a supervisor,

Seems like this GA was just another miserable PHL type.

A sad existence.


All this because an employee followed company policy? The same one followed by just about every other airline?

This sense of "the rules don't apply to me" are what makes VFF the best and worst customers.

I have to say in this instance I agree with the GA. Free tickets are not upgradeable. He/she was completely right to follow policy. You knew that, I'm sure, when you accepted the vouchers. You should have bought GoFirst upgrades, and been grateful to have a free flight. You got a good deal, snagging a free flight. No good reason for you to fly First for free...! So you lucked out once or twice in the past.. doesn't mean you are entitled to the same treatment forever!


Warbo, what you wrote serves to underscore what is so wrong with the employee attitude and customer service at US.

You actually wrote that I should have been "grateful to have a free flight." Are you for real? I did not find the ticket in the street. I did not win the ticket in some random drawing. I got a free flight because when my girlfriend and I arrived at the ticket counter in CUN on 7/4/06 -- after driving 80 miles from Tulum and after having dropped off the rental car -- the overhead display said "VOLUNTEERS NEEDED; ALL FLIGHTS". By our accepting the vouchers, we saved US at least two major headaches by preventing two other customers from possibly being bumped involuntarily. The compensation given for an involuntary bump would have been at least what we received, and likely more. If anything, US should have grateful that my girlfriend and I accepted the vouchers.

We are not business travellers, yet my girlfriend and I still earned Gold status for 2006 by flying US for ALL our leisure travel in 2005. US policy should reward us for that kind of loyalty with a free upgrade when there are empty seats in First no matter what kind of ticket we have.

Clearly we found one GA and one TA in the past who agrees -- and they upgraded us for free. I suppose that you disagree with the decisions that they made on our behalf.

All this because an employee followed company policy? The same one followed by just about every other airline?

This sense of "the rules don't apply to me" are what makes VFF the best and worst customers.

No. "All this" is actually several years worth of -- and numerous instances of -- US poor employee attitude that seems to be highly concentrated at PHL. Funny how the US employees in CLT and CUN upgrade us on X fares without a fuss.

As for the "every other airline" logic, it's completely off-base. If every company did only what others did, there would be no innovation of any kind. Example: there was a time when no airline had a frequent-flyer program. One airline decided to do something different.

Last summer I asked at PBI and was told I would have to pay $150. On my return from PHL I did not even ask. The gate agent called my name and asked me why I did not approach the counter and request an upgrade as she handed me a first class seat.

Considering all the difficulties with those vouches, all airlines should upgrade their loyal elites after the fare paying customers have been upgraded. I don't blame the agents, I fault the airlines.

Last summer I asked at PBI and was told I would have to pay $150. On my return from PHL I did not even ask. The gate agent called my name and asked me why I did not approach the counter and request an upgrade as she handed me a first class seat.


Wow. I stand corrected. There are some angels in PHL after all.

My girlfriend and I (both GP) flew to Montego Bay (MJB) from PHL on free vouchers on 1/16/07. The vouchers were given to us when we were voluntarily bumped from an overbooked flight. As a result, the tickets were X class.

According to the seat maps the night before, the flight was about half empty -- including F. So when we got to the gate, I very nicely asked the GA if we could be upgraded if no other paid-ticket Preferreds showed up.

She wouldn't even consider it. She gave me the party-line about how X class tickets can't be upgraded for free. I told her that I understood that, yet I also knew that the GA's have the discretion to do so. I informed her that my girlfriend and I were upgraded with X class tickets twice in 2006: once from Cancun (CUN) to PHL and once from CLT to San Jose, Costa Rica. Heck, the upgrade in CUN happened at the ticket counter -- and I didn't even have to ask!

Still, the GA wouldn't budge. I asked to speak to a supervisor, but she said none were available. Seems like this GA was just another miserable PHL type. A sad existence.

Considering how much more difficult it is to get upgraded on paid tickets these days, it seems to me that upgrading X-class Preferreds when there are empty F seats is a no-brainer. I will contact US to suggest this idea as well.

I can see your point, but you must understand that not every single US Airways employee will be willing to break a rule or bend over to make a Gold Preferred member happy. I'm sorry to say it, but this is a reality for an airline that continues to struggle and lacks a true identity. As a Chairman's Preferred member, I have been upgraded on free Y tickets by nice US Airways Club agents, just like I have been lied to by certain agents from the CP Desk about award availability.

I think it's relevant when other posters (not you) are giving US a big ol' :td: because they don't do this. I agree with all your points.

I just think it's a bit unfair to :td: US just because they're following the industry standard of not upgrading these kinds of tickets.

Well, along those lines, US Airways' flight attendants are not allowed to upgrade employees flying in Y class, but they do so all the time (I have witnessed it) if there are spaces available in F once the doors are closed. The OP does make a decent point, it does not cost US Airways anything to allow preferred members to be upgraded once all the eligible paying passengers have been upgraded. Keep in mind that US Airways does not serve meals on most flights, and these meals are practically cheap for them.

Just my 2 cents, but I can understand the policy of only allowing free upgrades on paid fares. Even though I agree that the ticket is somewhat different from a mileage award ticket, from the perspective of US, the compensation you negotiated was a Coach ticket.

And it's important to remember that even though First could be EMPTY, it's not free for them to give you the service in First (e.g. if you have a few beers and a better meal). NOTE: I'm perfectly willing to admit the service in First isn't spectacular, but it still has a value even if it is small.

Hell, I'm still waiting for them to sort out why the plane takes off with Empty seats in First and me in Coach. When US sorts that out maybe they can get working on an upgradeable X+ award class.

Last summer I asked at PBI and was told I would have to pay $150. On my return from PHL I did not even ask. The gate agent called my name and asked me why I did not approach the counter and request an upgrade as she handed me a first class seat.


I had a similar experience at SAN, last year. I went to get on the plane and when I handed the agent my coach boarding pass, he took a look at my name and said to check at the desk as he thought they had a better seat for me. Sure enough, they put me in first.

Last summer I asked at PBI and was told I would have to pay $150. On my return from PHL I did not even ask. The gate agent called my name and asked me why I did not approach the counter and request an upgrade as she handed me a first class seat.

Considering all the difficulties with those vouches, all airlines should upgrade their loyal elites after the fare paying customers have been upgraded. I don't blame the agents, I fault the airlines.

Yup :) The Agents in PBI are Angels but they are bean counters too ;)^

I don't know if any other airlines offer this perk. And that's irrelevant. There are plenty of services that other airlines do provide that US doesn't. That doesn't mean US should or would. Each airline if free to have its own policies.


IMHO, this is a classic example of "give 'em an inch and they'll take a mile" and also why the perception of the "VFF" perspective carries very little weight.

Other airlines, like, let's say AA and the precious UA don't provide free upgrades to mid-tier elites - paid fare or not. US does. I don't think you'd see folks on those groups complaining about no upgrades on a "no charge" ticket. They'd be happy to get a free upgrade on any ticket where there's space. US gives 'em out for free (arguments about product quality aside for a moment) on paid tickets and now folks like the OP get miffed when they don't get them on a "no charge" ticket. See why the "I want" crowd gets ignored?

For reference to the OP, if you as a mid-tier wanted to upgrade your transcons on AA/UA, you'd be looking at better than $100 extra out of pocket - that US gives you FOR FREE. Further, you do not know enough about the situation in CUN that day to determine if they could have re routed folks to OA's, or on later flights. (Admittedly, I don't know the specifics of the CoC, but something about as long as you arrive within 4 hours of original arrival time you're owed nothing comes to mind).

Frankly, this appears to me to be a case of "I wanted something free that I wasn't 'owed' so now I'm going to complain about it in the name of 'customer service'"

IMHO, this is a classic example of "give 'em an inch and they'll take a mile" and also why the perception of the "VFF" perspective carries very little weight.

Other airlines, like, let's say AA and the precious UA don't provide free upgrades to mid-tier elites - paid fare or not. US does. I don't think you'd see folks on those groups complaining about no upgrades on a "no charge" ticket. They'd be happy to get a free upgrade on any ticket where there's space. US gives 'em out for free (arguments about product quality aside for a moment) on paid tickets and now folks like the OP get miffed when they don't get them on a "no charge" ticket. See why the "I want" crowd gets ignored?

For reference to the OP, if you as a mid-tier wanted to upgrade your transcons on AA/UA, you'd be looking at better than $100 extra out of pocket - that US gives you FOR FREE. Further, you do not know enough about the situation in CUN that day to determine if they could have re routed folks to OA's, or on later flights. (Admittedly, I don't know the specifics of the CoC, but something about as long as you arrive within 4 hours of original arrival time you're owed nothing comes to mind).

Frankly, this appears to me to be a case of "I wanted something free that I wasn't 'owed' so now I'm going to complain about it in the name of 'customer service'"


First of all, please refrain from quoting my alleged thoughts. You cannot read my mind and it is quite presumptuous of anyone who does so.

Also, read my OP again carefully. Perhaps I wasn't clear enough in expressing the points of my OP.

There was precedent in my request for an upgrade last week. It happened in CUN in March and CLT in August. The GA in PHL could have easily done it. But she didn't, citing "policy". No, I wasn't owed an upgrade. But one of the points of my OP was that I was given a free upgrade on an X-class ticket outside of PHL twice. You and I are both quite aware of the difference in attitude of PHL US employees vs. US employees elsewhere. In part, I was using my latest experience to illustrate the difference in customer service between PHL employees and non-PHL employees.

As for the situation where I was voluntarily bumped in CUN in July last year, I was told that there was no way to fly out later that day. The only option was to fly out the next day.

Tommy - I didn't purport to read your mind. I simply stated the FACTS of the situation. X-class fares are not upgradable using comp preferred upgrades. This is a fact, and is policy.

You got lucky in prior circumstances - good for you. We all like to get lucky (:D) when we don't expect it. One "lucky" experience does not make a 'precedent'. I makes an exception that was granted you outside of what is supposed to be done.

I will say it again - You wanted an upgrade to which you were not entitled based on your ticketed class. I'm sorry that you didn't get that upgrade, but hey... them's the breaks. Then to complain about not getting it, just because someone gave it to you before? Bad form, my friend - it's attitudes like the "I know you can do it because so and so did it for me before" that helps to ruin the favors for everyone. It ain't fun for a GA to deal with and the more "we" tick them off, the less the GAs will do for us.

For reference - this an excerpt of your original post:


She wouldn't even consider it. She gave me the party-line about how X class tickets can't be upgraded for free. I told her that I understood that, yet I also knew that the GA's have the discretion to do so. I informed her that my girlfriend and I were upgraded with X class tickets twice in 2006: once from Cancun (CUN) to PHL and once from CLT to San Jose, Costa Rica. Heck, the upgrade in CUN happened at the ticket counter -- and I didn't even have to ask!

Still, the GA wouldn't budge. I asked to speak to a supervisor, but she said none were available. Seems like this GA was just another miserable PHL type. A sad existence.

Perhaps one of our friendly local GAs will correct me, but I doubt that with that kind of attitude you'll get anything other than a confirmed seat in the back of the bus.

Tommy - I didn't purport to read your mind. I simply stated the FACTS of the situation. X-class fares are not upgradable using comp preferred upgrades. This is a fact, and is policy.

You got lucky in prior circumstances - good for you. We all like to get lucky (:D) when we don't expect it. One "lucky" experience does not make a 'precedent'. I makes an exception that was granted you outside of what is supposed to be done.

I will say it again - You wanted an upgrade to which you were not entitled based on your ticketed class. I'm sorry that you didn't get that upgrade, but hey... them's the breaks. Then to complain about not getting it, just because someone gave it to you before? Bad form, my friend - it's attitudes like the "I know you can do it because so and so did it for me before" that helps to ruin the favors for everyone. It ain't fun for a GA to deal with and the more "we" tick them off, the less the GAs will do for us.

For reference - this an excerpt of your original post:


Perhaps one of our friendly local GAs will correct me, but I doubt that with that kind of attitude you'll get anything other than a confirmed seat in the back of the bus.


Ok, fair enough. I get your point about expecting something because I was given a favor in the past. :)

But keep in mind that I did not approach the GA with any attitude. Instead, I approached the GA very nicely and asked for an upgrade if there were empty seats after all other upgrades were given out. I did not tell her about my previous experiences with X-class upgrades until she refused. And even then, I then told her nicely of my previous experiences.

I realize now that my frustration with last week's experience is mainly a result of the grumpy attitude that so many PHL employees have. They seem to have little desire to help anyone beyond the minimal effort. (The only consistent exceptions are the PHL curbside check-in guys; but they know they will get tipped.) I find it refreshing when I'm at other airports and have to deal with US employees there. They actually seem to enjoy helping customers.

So I emailed US about changing their policy regarding free upgrades for Elites flying on X-class tickets. I actually received a real repsonse. (Below.) Will policy be changed? I'm not holding my breath, but you never know...


Dear Tommyleo,

Thank you for contacting the new US Airways Customer Relations
department. We have forwarded your comments regarding the upgrade of X
class to first for our Elite members to our upper management team for
consideration. Your concerns are important to us and we base many of
our operational decisions off of the feedback of our passengers.
Comments and suggestions from our customers are considered a vital link
to the continued growth and success of US Airways. I am confident your
letter will receive thoughtful evaluation.

Thank you for being a loyal customer and we look forward to serving you
on a future US Airways flight!



Thank you and have a nice day,

Penny K. Townsend
Customer Relations
US Airways

Personally, as an CSA...I would not have upgraded anyone on a X-Fare for free..perhaps $50-150 to help US earn more revenue on that "free" ticket.:p

I don't fault you for taking your chance and asking for the upgrade on a flight that was almost empty. I would have done the same. The amount of revenue you have poured into the airline as a GP, it would have been a nice way for the GA to say thanks for contributing to her paycheck, give you the seat up front, and send you on your way... So if you are p.o'ed because of the GA's attitude, then address that. But the "I got away with it before..." is tough.

BUT...you knew the voucher wasn't upgradeable. Nobody said, "...in return for taking a later flight, we'll give you a first class ticket." So why call for a supervisor? Did you honestly think that in PHL a supervisor was going to walk up, override policy, put the smack-down on the GA, and give you the seat?

So why call for a supervisor? Did you honestly think that in PHL a supervisor was going to walk up, override policy, put the smack-down on the GA, and give you the seat?


Since the GA did not want to use discretion, I felt that a supervisor would have more power to do so. That's why I requested a supervisor. I was not asking for a supervisor to rat her out on her attitude. Thats would be a waste of time.

OUt of curiosity, how much latitude do f/a's have in this situation? In the even they push w/ empty seats and you ask politely, is it likely/possible they might move you forward?

OUt of curiosity, how much latitude do f/a's have in this situation? In the even they push w/ empty seats and you ask politely, is it likely/possible they might move you forward?
Well from my seat they must have plenty...because recently on PHL-PDX, the flight pushed with 2 empty seats in F. The tug wasn't even unhooked and those 2 seats were conveniently filled with non-rev FA's that the first class FA went back and got. I could care less, but the two of them thought it was their job to drink the plane dry the entire ride and woke everyone up they were talking so loud.