Originally Posted by channa

The problem is not that it happens, rather that CO has no set process on how to handle it.

UA does downgrades a lot more than CO, but the UA folks grin and bear it. Why? Because UA has a "downgrade kit" when it happens, and will hand it out in this situation.

With CO, you have to call WE-CARE to beg for something, and then what you get is another variable, if anything at all. You may get lip about it being a complimentary upgrade that you're technically not entitled to, or you may get an apology, or a $ off ETC, or an upgrade cert that may be difficult to use.

Come up with a standardized downgrade kit and just hand them out in these situations. Put in it a bunch of junk (upgrade coupon, $25 off future flight voucher, free on-board drink, 1,000 bonus miles), and then you have instant service recovery and restored goodwill with the customer at the time of the incident. ^

CO Insider what do you think?