Upgrade document glitch
 

Just had an odd experience using, on one itinerary, an MVP Gold Complimentary Upgrade Coupon in one direction, and the standard MVP Gold 72-hour upgrade in the other direction. I'm wondering if anyone can cast light on what happened -- eveything worked out fine, but it took some explaining by me at the airline counter.

I had used an MVP Gold Upgrade Coupon (one of the four that Golds get every year) to ensure a first-class seat on my outbound flight to Orlando. As expected, my Web check-in document indicated they had to collect the complimentary upgrade certificate at the counter. They did, and that went fine.

For my return flight, I received a normal MVP Gold 72-hour upgrade automatically (no coupon involved). However, when I got to the Orlando airport to get my boarding pass from a kiosk, the boarding pass indicated to also collect the complimentary upgrade -- even though no coupon was used. The American Airlines personnel at the counter who work the flight in Orlando had no idea what to do (they couldn't figure out the record), but they were able to reissue me a boarding pass that didn't say to collect the complimentary upgrade.

I have at least two other upcoming flights where I have used MVP Gold complimentary upgrade coupons for ensure first class seats in one direction. If I am automatically upgraded on the 72-hour MVP Gold upgrade in the other direction, will I have to deal with this odd situation every time and try to sort things out with the counter staff?

Or, put another way -- was this a one-time glitch, or a system issue?

Any insight appreciated -- I've also emailed Alaska customer service just to see if they can shed any light on it.

I've done the same thing you describe and never had that particular glitch -- but, I have had problems with upgraded AS segments when checking in with both the AA agents (at MIA and AA*/EWR) and the CO agents at EWR.

So I don't think your glitch had to do with the types/method of upgrades requested, but with the poor systems integration between carriers and poor training of the OA agents checking in the AS flights.

Edited to add: My problems weren't with collecting certs, but with the computer insisting I present a paper ticket coupon on an eticket itin, and AA being unable, in both MIA and EWR, to print BPs for my connecting segments on AS, leaving me not checked in for the AS connecting flight and at risk of having my seat given away on short connections at ORD and BOS. I would love to hear from Missy or anyone else at AS whether there has been improvement in AA's ability to print AS BPs.

Was this a AA or AS kiosk. If an AS kiosk, it should have nothing to do with the non-AS agents.

As for the system integration, we recently flew SFO-LAX-AUS and back the second and third segments were AS number on AA metal. For the outbound, we were able to check in online at AS and get boarding passes. There were 2 issues/observations there: 1. It printed out 2 separate BPs, one per segment, not the usual multi-segment BP. 2. On the AA segment my partner and I had two adjoining seats Row X A&B. It showed on the AS site. When we printed the BPs, We each had a BP with the identical seat Row X A. (I did not notice that.) At the AA gate the agent did notice and just printed us out another BP. The flight was not full and my seat not taken.

On the return I tried to check in on AS. (All AS flight numbers, the first AA metal). It would not let me, stating we needed to check in with partner airline. I obtained the AA PNR and checked us in on AA.com. It gave us the first segment BPs, not the LAX-SFO ones (they were upgraded tu U). Upon arrival at LAX we had to take the shuttle from the AA to the AA commuter term, then to the NW term, then to the AS term. We got to the gate (barely) in time, no time to stop at the nice BR. I went to the gate agent and told him we needed to pick up our BPs. He asked if we were coming in on AA. My affirmative response got a "so that's why" response. I did not inquire, was glad we still have our seats, and we had a pleasant flight.

I think we were not checked in at all. System glitch?

AS kiosk. AS glitch, showing to "Collect Comp Upgrade" when there was no coupon required for the return flight, since it was a standard 72-hour Gold upgrade. Only the outbound flight required collecting the upgrade coupon, since I had confirmed that as a coupon upgrade weeks earlier. But I had done no such thing with the return flight.

The only reason I mentioned the AA staff is that in MCO, AA personnel handle AS counter and gate, and they really had no idea what to do or even how to check if my record accurately showed that the outbound required a coupon, and the return was a standard MVP Gold 72-hour upgrade.

At least they were kind enough to try reprinting the boarding pass, noticed it no longer asked for the upgrade coupon, and sent me on my way.

My only concern is having to go through this routine (and explanation) again on two upcoming flights to EWR and one to BUR when I have used coupons in one direction only and may get more standard 72-hour Gold upgrades.

Hopefully someone from AS can explain what happened.

No, business as usual. I've had itineraries with both airlines on it. AA can't check me in for the AS legs, and with delays in the AA system had a short connection to the AS flights. Flights departed early, without me, since I "wasn't checked in and all checked in passengers were on board." I've since discovered this is much more likely if the AS flight(s) involve cross-border flights (like LAX-YVR).

I've had this same problem repeatedly with flights with multiple legs. Last week I did SAT-DFW-SEA-EAT. AA could check me in through SEA, and could check my bags all the way through to EAT, but could not print boarding passes for the SEA-EAT leg. Fortunately I had a long lay-over in SEA, but it would be a real hassle on a tight connection. AA has never been able to print the boarding pass for the third connection when it's on AS.

I don't get why I was able to check in on Alaskaair.com on the outbound (SFO-LAX-AUS) and get both boarding passes, but on the return I could not. They were all AS flight numbers on AS stock.

Unfortunately, this is a feature of many (if not most) codeshare agreements. Often, the computer system connections are not perfect -- even though AA and AS both use SABRE.

In addition, if the codeshare partner agents handle the flights, it can add additional complications. For 1 or 2 flights per day, AA agents are just NOT going to have the same knowledge as trained AS agents. That being said, the AA agents should have known to call AS ticketing in Seattle when they are confused. Obviously, they were too lazy to get on the phone!

It's interesting that the QX staff in Wenatchee can print all three boarding passes (EAT-SEA, SEA-DFW, DFW-wherever), but the AA agents can't do it on the return flight. This happens with the SEA-DFW/DFW-SEA on either AA or AS. It seems as though the third flight segment on QX throws AA into a tailspin. They tell me they can see the connection on their screen, they just can't print a boarding pass!

Resolution
 

OK, got a nice response from an Alaska CSR on my original issue: A coupon upgrade on the outbound, then a standard 72-hour MVP Gold upgrade on the return, spawning a requirement on the kiosk boarding pass that a coupon be collected for the return as well (even though none is required):

The problem you experienced as been an issue that we have been working on. The message I received back indicates that the problem is fixed for checkin at Vancouver and Las Vegas because they have had the new software installed. In the very near future, we will have the installation process completed throughout the system. We apologize for your difficulty.

So it's a kiosk software glitch, apparently. Those who use an MVP Gold Complimentary Upgrade Coupon on the outbound should be aware, especially if they're upgraded in the standard MVP Gold 72-hour way on the return. Should be fixed soon.

Yes but in the meantime, you should demand compensation. This is almost as outrageous as someone in a hotel forum (who I'm surprised didn't commit hara-kiri) after a hotel stay from hell, or something of that note, where he didn't receive the grand palacial suite and the lotion had the wrong smell...or something equally egregious :p

My real concern was being told I couldn't have my upgrade FC seat without a coupon (and be put back in coach, probably not in an exit row seat, on a transcon) ... when no coupon was required. Humor aside, not outrageous at all -- just an interesting software glitch that could have unintended, uncomfortable consequences for some upgraders.

Compensation? Hey, now there's a concept -- demand an upgrade for an upgrade glitch.... Perhaps not. :)

An explanation was fine. Besides, they were very nice.

A very related thing happens (and is still happening--just happened a week or so ago) to me on my multi-city itineraries where I've actually got segments booked in Q and another that I've either legally waitlisted that clear in the 72 hour period or that I've upgraded using some form of upgrade certificate. If there is any segment in the record requiring a certificate to be collected, it will print it on all segment boarding passes. Luckily, it hasn't happened to me on transcon in a city without AS staff to see clearly what my fare basis was and know the rules. Of course, even in AS cities with AS agents...

... I was purchasing a ticket at ANC airport ticket counter (only because I was using aircare $off certificates) it took conferring with three different agents before they would upgrade the Q fare I was purchasing. First two agents (the one at the terminal next to mine overheard what I was trying to explain to the first agent and joined in to *assist* and *insist* that I was mistaken) involved kept insisting that I could only waitlist for first (unless using miles or a certifcate) as this flight was 2 months hence so sheer complimentary upgrades on Gold status did not apply. They had to go in back and took quite some time before returning. I gathered they were new hires, but you'd think that after even a few days on the job they'd have encountered an upgrading, ticket-purchasing (with all the city ticket offices closed) MVP Gold at some point. :confused:

Sounds like the exact same glitch. I don't know if it happens only for kiosk boarding passes or Web check-in as well (guess I'll find out this morning, when I print my boarding passes for the return from BUR tomorrow -- I was in an immediately upgradeable fare class for tomorrow's return flight, but used coupon upgrades for the flight down).

The Alaska CSR was kind enough, though, to put a note in the record of all three RTs I had coming up where I used coupon upgrades in one direction only -- hopefully, that'll convince the CO personnel in EWR next month on my remaining two flights that I don't need the coupons every time.

Ever the optimist. I've printed out the CSR emails, just in case. :D