SD upgrades PAX after door close
Aug 16, 2015, 9:03 am
#46
Join Date: Mar 2005
Location: Ottawa, ON
Programs: AC*SE100K, AC*MM, Marriott Platinum Elite
Posts: 286
This happened a few days ago on YYZ-DFW... Once we reached cruising altitude, the SD brought two passengers up from the back. Wasn't clear why; maybe a service issue, maybe just a favor. Perhaps there is greater opportunity for SD's to do this now if there are more open J seats (less e-upgrades) and less company scrutiny (unlike gate agents where any manipulation of the upgrade process is easier to spot).
Aug 16, 2015, 9:03 am
#47
Join Date: Oct 2009
Location: YUL
Programs: AC SE (*A Gold), Bonvoy Platinum Elite, Hilton Gold, Amex Platinum / AP Reserve, NEXUS, Global Entry
Posts: 5,691
Unless the J passenger in question simply took a vacant seat in Y for takeoff, this is a pretty clear example of something AC should be aware of.
Aug 16, 2015, 9:08 am
#48
Join Date: Jan 2010
Location: Seattle, WA
Programs: AC 1MM/SE 100K, MR Lifetime Premiere Plat, Hyatt Globalist
Posts: 145
I know this thread is mostly about employees sitting up front, but I've seen the opposite as well... we were on a YUL->CDG flight in paid J (well, P) and there were about 5-6 empty seats (on the HD, mind you). We asked the SD if our lap infant could, during the night, sleep on one of the empty pods instead of on our laps. The SD told us "I'll try to see if I can -- there are a few SEs that I have to bring up from the back". Ultimately, only 4 SEs came from Y, which left us the seat for our daughter... but it was still a bit of a shock to me to see the SD voluntarily and quite openly op-up all of the Y SEs...
Now I'm willing to believe that maybe at the door, it looked like the cabin was full, and a large family missed the flight, so the upgrades were done in the air (with the credits being written down by hand and then uploaded), but whenever that's happened it was while verifying with the gate agent and the door open/closing... not 15 minutes after takeoff in mid-air.
Now I'm willing to believe that maybe at the door, it looked like the cabin was full, and a large family missed the flight, so the upgrades were done in the air (with the credits being written down by hand and then uploaded), but whenever that's happened it was while verifying with the gate agent and the door open/closing... not 15 minutes after takeoff in mid-air.
Aug 16, 2015, 10:06 am
#49
Join Date: Oct 2013
Location: YVR
Programs: AC 35K, Marriott Bonvoy Platinum
Posts: 46
Well, Thursday morning on YVR to YEG, I have just started watching my movie in 13A when the gate agent came in calling my first name and telling me they have moved me to 3D (last open spot) and handed me my new BP. That was a nice surprise! And I am not wearing skirt or high heals ;-)
So thanks AC for warm breakfast, really enjoyed it!
So thanks AC for warm breakfast, really enjoyed it!
Aug 16, 2015, 10:49 am
#50
Original Poster
Join Date: Jun 1999
Location: YVR
Programs: ACSEMM QRGold SPGLifetimePlat FairmontPlat HyattD AMEXCenturion SerenaPlat TalkBoard Founding Member
Posts: 8,963
Well, Thursday morning on YVR to YEG, I have just started watching my movie in 13A when the gate agent came in calling my first name and telling me they have moved me to 3D (last open spot) and handed me my new BP. That was a nice surprise! And I am not wearing skirt or high heals ;-)
So thanks AC for warm breakfast, really enjoyed it!
So thanks AC for warm breakfast, really enjoyed it!
Aug 16, 2015, 11:52 am
#51
Join Date: Aug 2015
Location: Canada
Posts: 3
What does SD stand for? It's not in the FT glossary.
Aug 16, 2015, 2:57 pm
#54
Join Date: Oct 2013
Location: YVR
Programs: AC 35K, Marriott Bonvoy Platinum
Posts: 46
Aug 16, 2015, 3:01 pm
#55
Suspended
Join Date: Jun 2009
Location: YYZ
Programs: AC E50K (*G) WS Gold | SPG/Fairmont Plat Hilton/Hyatt Diamond Marriott Silver | National Exec Elite
Posts: 19,284
Aug 16, 2015, 3:11 pm
#56
Join Date: Sep 2013
Programs: AC SE100K, AA EXP, SPG Plt, HH Dmnd
Posts: 1,507
I know this thread is mostly about employees sitting up front, but I've seen the opposite as well... we were on a YUL->CDG flight in paid J (well, P) and there were about 5-6 empty seats (on the HD, mind you). We asked the SD if our lap infant could, during the night, sleep on one of the empty pods instead of on our laps. The SD told us "I'll try to see if I can -- there are a few SEs that I have to bring up from the back". Ultimately, only 4 SEs came from Y, which left us the seat for our daughter... but it was still a bit of a shock to me to see the SD voluntarily and quite openly op-up all of the Y SEs...
Now I'm willing to believe that maybe at the door, it looked like the cabin was full, and a large family missed the flight, so the upgrades were done in the air (with the credits being written down by hand and then uploaded), but whenever that's happened it was while verifying with the gate agent and the door open/closing... not 15 minutes after takeoff in mid-air.
Now I'm willing to believe that maybe at the door, it looked like the cabin was full, and a large family missed the flight, so the upgrades were done in the air (with the credits being written down by hand and then uploaded), but whenever that's happened it was while verifying with the gate agent and the door open/closing... not 15 minutes after takeoff in mid-air.
Aug 16, 2015, 3:23 pm
#57
Join Date: Dec 2007
Location: Toronto - YYZ
Programs: Aeroplan/Hilton Gold/Marriott Bonvoy Titanium/Accor/Hyatt Gold Passport
Posts: 5,899
Aug 28, 2015, 7:41 pm
#59
Join Date: Jan 2010
Location: Seattle, WA
Programs: AC 1MM/SE 100K, MR Lifetime Premiere Plat, Hyatt Globalist
Posts: 145
Note that on J international flights, infants pay 10% of the fare -- my 16 month old paid more than the SEs that got upgraded, for the right to sit on my lap.
Aug 28, 2015, 8:23 pm
#60
Join Date: Aug 2010
Location: Why? Why? Zed! / Why? You? Elle! / Gee! Are You!
Programs: Irrelevant
Posts: 3,543
Exactly my point.
Exercising judgement to deliver good customer service, or to initiate service recovery, should never result in diciplinary action. That it does is an endemic problem within AC's culture. A problem that, more often than not, lowers the overall service standard we'd like to have.
Exercising judgement to deliver good customer service, or to initiate service recovery, should never result in diciplinary action. That it does is an endemic problem within AC's culture. A problem that, more often than not, lowers the overall service standard we'd like to have.
Then there will be those who feel they are high value travelers (but really aren't) that will start whining, complaining and writing a litany of useless letters to AC that someone has to be paid to deal with.
Instead of exercising "good judgement" how about exercising consistently good customer services - this is where *some* AC staff are sorely lacking.