Originally Posted by
dimramon
I talked to someone at DEN yesterday, because I wanted a full-size SUV. My experience has been that I either get a full-size SUV or a Caddy at DEN. Since I really wanted/needed a large SUV, I decided to call them.
The person that I talked to told me she needed to go talk to her supervisor. When she came back, she said that her supervisor told her that I'm only entitled to a two class upgrade, and I asked for a seven class upgrade. However, they were willing to give me the SUV if I paid for a standard car. I told her she was incorrect about the 2 class upgrade. The employee told me that her supervisor said so and she was standing right there.
I told them I was going to sort it out with the CHM desk since they had the wrong information, and they promptly hung up.
I just don't understand why this is so difficult, and why they are telling me the rules for PC members.
while I often quote calling the location as a way to sort out issues beforehand, when your a CHM your first call should ALWAYS be to the chm desk. After the CHM desk has confirmed your request, then call the location to impress on the manager your importance of your request as it will in all likelyhood be the manager him/herself selecting the car.
Also, I often got calls from people who "knew the rules" and took every opportunity to throw them back at me. I really didnt make any effort to help them out.
If I was a chm, I would use more of a carrot approach to get what I needed, also as glef said, the rules are as long as you ask for a C class car or greater, its the best available on the lot. I would say "I would be very appreciative if I can get a full size SUV for my stay. Its the kind of thing that makes me write letters of thanks to higher ups." Works every time (note, if a CHM writes a letter complementing a location, the location is recognized. Every employee mentioned by name gets a cash award. you are essentially tipping them without actually spending your own money).
If you were a chm and showed up at my lot with a subcompact or compact rate, you would get a full size. A well kept, beautiful low mileage full size hand picked by me, but a full size, regardless of what you ask for. If they were calling you out on a 7 class upgrade, that means you had a compact reservation (c,d,e,f,g,h,v,w)which is in itself is incorrect as specialty's only have one upgrade level, g to h or f to W, but it does point out to what they were looking at in your reservation.
A location will never give any balktalk to the CHM desk and once its in the chm documentation system, if you complain, it gets followed up at the district level if you are unsatisfied with the outcome, but glef is right, c class or greater is the key for the high end upgrade.