act one

me: “oh, yes, hi there, my son has a flight coming up in a few days. it's an award reservation and he’s waitlisted in PN using an RPU. it looks like PN space is available. I’m wondering if you could clear him on that flight.”

agent: “let me take a look… i am not seeing any PN space available."

me: “oh, that’s odd… i can see it online."

agent: “let me look again. you know, we have much different availability than what you see online… the website doesn’t update in real time. OK, i see it now. there is one seat available in PN. but i can’t clear the upgrade. your son is not 'global service,' you are. this benefit doesn’t apply for him.”

me: “oh, gosh, i’m pretty sure it does. please understand that he’s already waitlisted in PN. so his eligibility had already been determined when i made the reservation. he’s eligible using my upgrade instrument. that’s why he’s waitlisted in PN. and PN space has now become available. i think all we have to do is see if there any GS to clear ahead of him."

agent: “no, i’m sorry… it doesn’t work that way… we have to look at past purchase patterns. there may be people who will buy at the last minute. so we can’t clear that upgrade at this time. and other silver, gold and 1K elite members will be cleared before him. he has no status."

me: “uh, OK, i’m not sure that’s exactly how that works, but i do understand what you’re saying. however, with regard to seat availability up front in the PN fare class… i think inventory management has already made those calculations about past sales patterns. presumably they created availability in the PN bucket based on historical purchase data for this flight. in any case, my son is already waitlisted in PN and PN has now become available…it really is as simple as that. if PN was zero, then, of course, you couldn’t upgrade him. but PN has one seat in it. so i’m not sure i understand why - unless there are GS waiting to clear ahead of him - you can’t process that upgrade. it hasn’t yet cleared on its own.”

agent: “that’s because the two segments are not married.”

me: “well, can you marry them?”

agent: “even if i could, the other rules apply. he has no status, so he can’t be upgraded."

me: "OK, thanks very much for your time. have a good evening.”

intermission - HUACA

act two

me: “oh, yes, hi there, my son has a flight coming up in a few days. it's an award reservation and he’s waitlisted in PN using an RPU. it looks like PN space is available. I’m wondering if you could clear him on that flight.”

agent 2: “sure, let me take a look.”

me: “thanks.”

agent 2: “yes, PN is available. i’m showing one seat. let me just check to see if there are any other global services members in the queue…. nope… you’re good. give me just a minute.”

me: “thanks.”

agent 2 "OK, do you know… would he like the window or the aisle?

me: "the window, i think.”

agent 2: “OK, 2A, he's all set. is there anything else?”

me: “no, that’s it. thanks so much.”

agent 2: “thank you for your business.”