Here is an explanation about the waitlist process for nominees from ac customer support. It explains somewhat better about the process which Andrew previously classified as an Ac trade secret: my original complaint is below the reply from Ac:

Dear Mr. Allvest

Thank you for your email. We appreciate the time you have taken to contact us and are pleased to address your concerns.

Please accept our sincere apologies for any mis-information you may have received from our agents regarding the eUpgrade waitlist. .I can understand your frustration given that the information online does not specifically address this issue. .I have read the paragraph that you are referring to, (where it states that the Nominee will follow the same eligibility criteria) and I can see how it may be misleading as this does not actually apply to the waitlist at all.

The way it works is that if you are booked on a separate file, then you and your Nominee would be cleared from the waitlist based on your own status (ie: you as Super Elite and your wife as Elite). .If you are booked on the same file, and the waitlist clears in the reservations system before departure, then your wife would maintain your status and you would be cleared together.

If you are .standing by at the gate for the upgrade, the system will prioritize based on the individual's status, even if you are booked on the same file. .So basically the ONLY time that you would be cleared together at the same time is if you are both booked on the same file and the waitlist clears in the reservation system before departure.

Respectfully, we must decline your request for a refund of the 6 eUpgrade credits that were used, however as a gesture of goodwill we will give you 3 eUpgrade credits as compensation.

Once again, Mr. Allvest we sincerely regret the issues you have encountered and assure you we are working hard to earn your continued loyalty. We hope you will allow us a future opportunity to provide you with a more pleasant travel experience.

Sincerely,

Customer Relations



------ ..Original Message ..------

From: allvest
Sent: 04/06/2011 04:38 PM
Subject: eUPGRADE confusion on waitlist


My wife and I were flying from Ottawa to Bangkok via YYZ and HKG.

I had an upgrade confirmed on Latitude fare on my own reservation, and also sponsored my wife's reservation as my eUpgrade nominee.

The eupgrade conditions on the website specifically mention that for nominees, the same conditions and booking windows apply as for the eUpgrade account holder. .I was also assured by AC reservations when requesting the upgrade that her waitlist would carry through under my SE priority.

However, at the airport in Toronto, her waitlist was trumped by several Elites. .Had she been given the SE priority she would have received her upgrade.

Now, I understand that these rules are new, and everyone is entitled to be confused. .But HAD I REALIZED THAT SHE WOULD NOT RECEIVE SUPER ELITE PRIORITY ON THE LIST, I would not have wasted 6 eupgrades from YOW to YYZ.

This was a mistake which was re-inforced by the information on your website as well as TWO reservation agents who both reassured me that she would be prioritized as per my SE status.

I would very kindly ask that a) you explain what the actual waitlist and status benefits are for my nominee and b) that you would really kindly reinstate the 6 wasted eUpgrades into my account.

Allvest