We've had these conversations before.
Here:
http://www.flyertalk.com/forum/Forum20/HTML/004489.html
and here:
http://www.flyertalk.com/forum/Forum20/HTML/004723.html
where we said:
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by DrivingRain:
Venk,
3.) BF seats go unused
Obviously, there is a line that each business draws in regards to these things. Some mexican restaurants give away chips and salsa in hopes that this will endear them to their customers, others dont offer the chips and salsa hoping that more appetizers are ordered. It's a strategy that each business owner has the right to execute. CO has chosen not to offer the chips and salsa, but has made **** sure that when you order that appetizer that it kicks butt...
Sure they give the chips and salsa to their employees. Well, there is no opportunity cost there.
</font>
Again, let me point out the subtle problems where the strategy falls apart there.
For CO to place a value on their BF product so high that they will not allow their best customers to upgrade to it using the miles they earned whilst giving CO much needed revenue, and then to say to those best customers "it is worth too much to us to let you have it, but every FA and CSR in the free world can just have it, no questions asked" That is a slap in the face. Then, to put those same FAs and CSRs in charge of deciding if you get those last minute upgrades, that is a backslap in the other direction. Let's call this the resentment factor.
Typical resentment factor manifistation (I've see this):
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">
"You mean to tell me that even though I've flown ofer 150K miles as a platinum elite on this airline for the last 5 years and given you tremendous amounts of revenue that you'd rather have a stewardess in that empty BF seat then let me have it? Terriffic, I hope she replaces the revenue I gave you, because this is my last CO flight."</font>
As that continues to be played out, this "resentment factor" nullifies any high-yield strategy.
It is generally accepted in business that it is 10 times harder to win a customer back than keep one happy. But, they don't follow standard business practices down Houston way these days I guess.
************************************************** *****
and here:
http://www.flyertalk.com/forum/Forum20/HTML/006065.html
And finally here:
http://www.flyertalk.com/forum/Forum20/HTML/006002.html
where I made the point to CalPilot:
I have heard from more CO elite flyers than you could imagine, each saying (and in some circumstances calling or writing CO and Gordo the Liar) with the following paraphrased sentiment:
"I fly over 100,000 miles a year with these guys...spend over $50,000 a year with these guys...I beg them for a lousy upgrade into a normal sized seat for a six - eight - ten hour flight...offer them more money and tons of frequent flyer miles that are supposed to be worth something...the CSR/Concierge/President's club agent/readcoat/gate agent says that I am not entitled to it...nothing can be done...they say we don't care how many times over you make platinum, there are no upgrades after the 3 day window is in effect...then I walk onto the plane past empty seats in first...past six FAs sitting in first giggling at me...past the buddy of the guy who just told me there was no availability sitting in first...past the same agent who controls the upgrades sitting in first...I'm sending a nasty letter...this is my last flight with these clowns..."
I don't think a person seriously concerned about declining revenues and furloughs at their company would care that the staff is following "all the technicalities of the rules" while they flaunt getting what the customer perceives he deserves based upon loyalty.
How would you feel if you went to eat at a favorite restaurant, where you eat and spend big bucks every week, see empty tables, ask to be seated, the host tells you he has no room at a table for you - you have to eat standing elbow to elbow at the bar, then all of the waiters suddenly take the open seats at the tables?
Would you understand that they had some technical right to sit there, or would you go to one of the other 5 restaurants on the block where they have seats and are happy to get your money weekly?
Man, CO has burned it's customers big time this year and last year. Don't justify it because the current rule structure allows for it. That doesn't make it right and doesn't help your job security.
************************************************** ******
CO does not hear and will not change, at least until there is a change in upper management.