Originally Posted by
Blue Water
Here is the problem - for the past year or so, if I fail to get upgraded in advance I usually check upon bag check and I appear on the waitlist but when the flight gets passed to the gate I disappear from the upgrade list.
If I get there far enough in advance I can have the gate agent perform a little keyboard dance and I appear. But that is not always possible and I know that I have missed a couple of opportunities because of this.
Several calls to customer service (one that lasted two hours - talk time not hold time) have been unfruitful. An e-mail to CS garnered the usual reply (forwarded to appropriate department) and then nothing. Another e-mail inquiry resulted in the assurance that it was forwarded to IT but nothing yet. The problem has existed for about a year and the e-mail was sent months ago.
Has anyone experienced something similar? Does anyone have any suggestions for pursuing this and getting some results?
I was experiencing the same thing, and I was beyond frustrated! I would make reservation, if my upgrade did not clear prior to check in, I would be on the waitlist. I would show up at the SkyClub or gate, and ask my position. No where on the list. They would have to change somethings on my account, and I would be on the list. At that point, upgrades were rare. The solution DL gave me, come to the airport even earlier, and that someone will work on it. Sadly, I was told once that I did not request the upgrade correctly and it was my fault.
The issue that was causing it for me, our work travel website through CWT was booking the reservation with my middle name as D instead of A. With the names not matching, it was rejecting them from the upgrade. Oddly, it only happened if I did not clear in advance. I talked to 8 to 10 DL people (phone/airport/SC) and none of them had a solution.
Just some food for thought...