Originally Posted by shell nyc
The fare class requirement is something that definitely needs to be clarified in writing (Scott!!?!?!?) If it's true that the original fare class must be available in order for the $25/$50 SDC fee to apply without a fare difference calculation, then the new policy is absolutely ridiculous and a big
from frequent fliers and business travelers who are just trying to get home..........................
Originally Posted by
bocastephen
I spoke with two Elite Desk reps tonight trying to do a SDC swap on my flights tomorrow. Both reps stated that the original booking class must be available to do a SDC swap.
All fine and good, except that very, very important distinction is missing from all of CO's press releases and online descriptions of the service - or is buried somewhere.
I think this rule should be very prominently displayed on the online info page, even bolded for extra emphasis. Had I known the same fare class needed to be available, I could have checked that ahead of time and not wasted the phone calls.
I'm pretty certain that in most cases, within 24 hours of departure, having the same fare class (especially sub-V) available is right around 5%.
Originally Posted by tommy777
The last time I called was around 5PM, so 3 hrs and 40 minutes before the flight I wanted to get on
Originally Posted by Bonehead
Unless the flight that you wanted was zeroed out (sold out), they should have honored your request, as far as I can see.
I hope that CO Insider chimes in here, although I haven't seen him much since several posters used gutter-level language in expressing their opposition to the recently announced OnePass changes.
Hi Everyone, when it comes to the availability for same-day confirmed changes within 12 hours of departure, it's a question of whether the flight is available (i.e. booked below capacity) rather than fare class. In simplest terms, we'll always offer the confirmed option within 12 hours of departure when the main cabin is booked below actual capacity. In these cases, we'll open up
all main cabin fare classes at the 12-hour mark, enabling confirmed same-day changes regardless of fare class. On the other hand, when the main cabin is booked at or above capacity, the flight will be unavailable in most or all main cabin fare classes.
Originally Posted by bocastephen
I don't think the fee needs to go - I think CO needs to ensure ALL PERTINENT details of the program are stated clearly, concisely and in plain english on co.com, along with example scenarios (want to standby but fare class is not available, want to standby but no seats are currently available, want to standby and seats and fare class are available) so someone can easily and clearly understand what to expect based the three possible scenarios.
As to the agents - every station should conduct an all-hands classroom session to ensure every single agent is aware of the policy, understands its pertinent features/rules and knows how to handle requests according to different elite levels (or no elite status) and the different availability scenarios. The same goes for every call center.
We agree with you,
bocastephen, and we'll be updating continental.com to this effect. As with any complex policy change, getting the word out and delivering on it consistently is a challenge during the initial rollout. Thanks for bearing with us.