While we're on the topic of poor service, I have found that NO ONE will give breaks anymore on upgrade coupons.

On the 31st, I did a segment run out of PHL to PIT. I ran out of my office in a hurry and left my certificates on my desk. I explained this to the desk agent, to someone in the club room and to someone at the Special Services desk both in PHL and PIT.

Absolutely no one cared.

Absolutely no one would upgrade me without the coupons, even though I had called ahead and taken the time to get the upgrade.

These were mid-day flights with totally empty first class cabins - an 11am and a 2pm on a Monday.

Is there no latitude left? Is this the way to impress your best customers with your generosity?



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Jonathan Goldstein
[email protected]
http://www.urbantechgroup.com