Recently, I sent a letter to Co complaining about the "loophole" that allows silvers to upgrade over plats at the airport that has been further exposed by rev management holding seats back. I also mentioned my dislike of the BF upgrade situation and the elimination fo 20K rewards.

Less than a week later, I recieved a call from the managing director for loyalty programs -- the guy who heads onepass and reports to Bergsrud. He spent 25 minutes discussing my concerns.

Within 2 weeks, the EUA problem should be fixed. Basically, the seats will dump at 3.5hours and EUA will run at 3hours. Even if you are checked in and/or inflight, you should be upgraded. Of course, as will all things IT, nothing is guranteed.

He said that before HoKeY, CO was receiving a large number of complaints about people not making upgrades. These complaints have stopped and they have not received alot of complaints concerning HoKeY. The new HoKeY was designed to allow people to upgrade while preserving revenue stream without forcing people to pay for an upgradeable fare that might not be upgradeable.

I don't like the policy, but it is not an unreasonable business judgement. Ultimately, whether HoKeY is good or bad will be measured by the bottom line impact.

He apologized for the Gordo "no benefits reduction thing."

Overall, I was very impressed with the level and speed of CO's response. My biggest complaint is being addressed. For these reasons, I am stickig with CO (at least for domestic travel).

Also, look for an announcement about improvements to the BF product in the near future.