Datapoint.

Following being refused the use of upgrade vouchers to MCO in Summer 2024, I tried again for 4 x upgrades for my wife and daughter to ORD in May 2025. I rang the EI Conc line and identified some dates that had loads of availability. Please bear in mind that the short trip was just a treat and if it wasn’t for travelling in business, my wife and daughter would have gone for a short European break.

I was advised to book a Smart fare because if the upgrades were refused, the Saver fare rules would apply and no refund would be forthcoming, and that my wife and daughter would have to travel economy, or cancel with no refund. A Smart fare allows you to cancel and receive vouchers.

You might be aware that until relatively recently, if the upgrades vouchers were turned down on a Saver fare, EI would allow you to cancel with a full refund and then you could try other dates. Therefore this change to no refunds with Saver fares is a big loss.

Anyway, it turned out that EI granted the use of 2 upgrades on the outbound within a few days but I was told to ring back closer to the time of travel to see if the return legs were approved. A few email exchanges occurred to no avail. I told EI that I felt I was being turned into a beggar, pleading for a benefit that is listed as a benefit of Concierge. After a couple of weeks, out of the blue I received an email confirming the upgrades on the return legs.

The whole experience was a right pain.I’ll be getting 4 new upgrade vouchers on 1 April and I’m not looking forward to the process of using them.

Furthermore, on the topic of dealing with the Conc line, yesterday I wanted to move a return journey and when I called, the fares on offer were more expensive than that displayed on the website. I was advised to change via the website and call back for a refund for the €80 change fees. This I done, only to be told that the Conc line couldn’t process the refund and that the refund issue is raised to Customer Relations.

There is a lot of times I question my sanity for continuing to gain Conc status. Perhaps it’s out of nostalgia (I’ve been top tier since 2008) or in the mistaken belief that the service on the Conc line will return to the good old days. Anyway, I’m booking my travel for the remainder of 2025 and I’ve decided against my better judgment to continue to qualify so I’m booking a good deal of non-Saver fares. This will take my Conc membership up to March 2027 (assuming the qualifying criteria doesn’t take a hit like with the BAEC).