David:

I thank you for your response, but my experience this morning shows that some of your Elite line agents and at least one gate agent in Philadelphia are still unaware of this benefit. Unfortunately this morning, this "benefit" led to my being treated very rudely by a gate agent at Philadelphia.

I was unable to check in at the 24 hour mark for my flight this morning at 5:35 from PHL to RTB via IAH since I recently renewed my passport. As a result I had to wait until I checked in this morning to see if I was on the Upgrade Standby list - I checked in and then went to the Continental site and I was not on the upgrade list. I asked the gate agent if she could tell me if was on the list, she said I was not on the upgrade list but re-printed my boarding pass and told me IF my ticket could be upgraded, I should now be on the list. I assume she felt she "knew" this benefit did not exist and re-printed my boarding pass to shut me up. Being an experienced traveler, I then went to the Continental website to check - I was not on the list.

I called the Elite line and the agent told me the only benefit to the Presidential Plus card was no fee baggage. I asked her to speak to her supervisor and look at recent memos since she was incorrect. After holding, she returned and confirmed I was eligible for the upgrade. She then told me to speak to the gate agent, which I did (the second time) and the result was a very rude I cannot do that. I continued talking to the Elite line representative and after putting me on hold again, she then asked me to put the gate agent on the line - at this point I was hesitant since the gate agent's rudeness left me wanting to respond in kind. I approached the gate agent for what now would be the third time, asked her to speak with the representative on the Elite Line and quite a bit more than just curtly was told "I CAN'T DO ANYTHING". I kept my mouth shut, though I really wanted to rip her a new one. Below is what the PHL to IAH upgrade list looked like at 4:55 this morning, 40 minutes before departure and 5 minutes before scheduled boarding. There was a Continental employee (in uniform) in First as I passed through the aisles. No one appeared to be called forward from coach.

Did the flight go out with empty seats in first? The answer is I checked with a flight attendant, the flight did go out with an empty first class seat, and the attendant said this was AFTER they asked the gate agent if there was anyone on the upgrade list. Below is the Upgrade list, copied at 4:55, though I had to re-format since my computer skills do not extend to screen prints.

You can check my Award Reservation - the taxes were paid with the Chase Presidential Plus Card.

That's it - I love Continental, but this was a frustrating morning, simply trying to use a "benefit" I did not ask for but was voluntarily offered by Continental in conjunction with Chase.. Hopefully my flight to Roatan will be less problematic since it is wide open for upgrades per the Elite line representative and she said she would put a note in my record. I will believe it when I have my boarding pass. Can no one on the Elite line put someone on the Upgrade list? I assume your personnel at various points have had their "fill" of Elites acting "Elitist", but this note is to let you know how badly this phase of your overall product is being delivered.

elgringito
OnePass Number


Upgrade Standby List:
Capacity: 16 | Booked: 14 | Checked In: 14

Customers Upgraded to First Class: No Upgrade Standby Customers
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NAME SEAT

ANZ, B. 4E
ATW, M. 3F
BRO, C. 3A
COS, S. 2F
FOR, J. 4A
HAR, J. 2E
LAS, T. 1E
PAT, D. 3E
PAT, D. 1F
PAT, D. 4B
PET, D. 1B
WOR, R. 1A