Originally Posted by
coltom
Getting on the upgrade list is harder than you think. Automatic? Not so much...
On Saturday, thanks to CO's PDA friendly site, I discovered many hours ahead of my departure time that my original last-flight-of-day from YYZ to EWR was cancx. I also found that the first flight out today was packed in back but had seats up front. Cool.
I arranged the re-book and hustled to the hotel biz center to OLCI. Checking in means you're on the upgrade list, right? Thirty minutes later, no sign of yours truly on the list (via PDA) so I called the OP CSC. "No problem," said the helpful gent on the phone, "You're on the list. Sometimes it doesn't show up on those PDA thingies." Umm. OK.
This AM enroute to airport - still not on the list. After navigating my way to the gate I inquired. "Am I on said list?" Ans: No. The GA asked me if I had checked in at the counter. Nope. You know, OLCI. "Well, " she said, "You always need to check in at the airport to make sure you're on the upgrade list. "Oh," said I, "I thought when I checked in online I was on the list?"
Ans: "Well sometimes, but not always. You really need to check in at the airport." Hmm. Kinda negates the whole OLCI deal doesn't it?
Anyway, she added me to the list and sure enough, thirty seconds later there's me, top of the list. A moot point as by then 1st was long since checked in.
Not a big deal on a short flt like this one, but I'd be bummed to mis a transcon upgrade with a similar issue. So who do I have to know to get on the list? Or do I start bringing camping gear to the check in counter?
Hi
coltom, we're very sorry for the confusion. We did find your reservation and were able to see see what happened. To better explain what led to your issue, it's worth knowing that our online and kiosk check-in systems rely heavily on how you answer the would-you-like-to-upgrade question at any point on your trip. Specifically, when you answer "No", these systems will add a no-upgrade special service request to your reservation to ensure you're not upgraded on any remaining flights.
In your case, when you checked in for your outbound trip and answered "No" to the upgrade question (possibly because you were already upgraded), our check-in system in turn added a no-upgrade request to your reservation. As a result, you weren't added to the upgrade standby list on your return flight. As it turns out, this also explains what happened with
chimoe125, who recently had a
similar issue.
Later this year, we're planning to remove the upgrade questions altogether from our kiosk and online check-in systems, and simply add eligible Elite members to the upgrade standby list automatically (unless you've requested otherwise via continental.com, over the phone or at the airport).
Also worth noting, we do have a FAQ on upgrade standby list page at
pda.continental.com/info, which does specifically answer the question "If I should be on the list, how do I get on it?" Below is the answer, which may be helpful for future reference:
"The only way to be added to the upgrade standby list is to check in. If you’re eligible to stand by for an upgrade, you should automatically be added to the upgrade standby list once check-in has been completed. If you’re eligible to be upgraded and you have checked in, but are still not on the upgrade standby list, please check with a Continental airport representative. When necessary, this may only be handled at the airport.
Sometimes you may see customers added to the upgrade standby list before the 24-hour check-in window. This happens when customers are originating on an inbound connecting flight. When checking in for an itinerary, all flights including connections departing outside of 24 hours are checked in."
Unfortunately, as you've found, troubleshooting airport upgrade standby list issues isn't something we're currently able to do over the phone. That's why we'd rather refer you to the airport for assistance.