ANC Fall 2009 MVPG Breakfast & Lunch October 15
 

So it seems I am now the FT recorder of the ANC MVPG events ;)

Twice so far I have posted a summary play-by-play of the event:

Fall 2008

Spring 2009

Well I was invited back again tonight... so I'll be attending the MVPG Lunch this morning... assuming I wake up.

For those attending the Breakfast (I think ANC RED-EYE indicated he was), feel free to post notes here about what was discussed, and especially the Q&A session... as those tend to differ per meal...

Otherwise... please stay tuned for updates :cool:

Chugach, be sure to say hi- I'll be the one with the laptop and wearing probably shorts & a Hawaiian Shirt :cool:

If only I could find my North of Expected lapel pin... :mad:

I attended the breakfast at the Marriott this morning...

A little discussion re: integrating elite status with Delta (priority check-in and boarding available now with seat selection coming shortly). Brief discussion on Continental ending their partnership.

New wait list upgrade program went into effect about a month ago...AS will no longer hold out first class seats waiting for walk-up full fare purchasers.

Potential codeshare with Icelandic Air (whoopee) and Kenmore Air Service. Kenmore flies a bunch of Beavers and Otters on floats out of Kenmore Air Harbor in Seattle.

In flight Wi-Fi is still being implemeted, taking longer than expected.

Last phase of "My Wallet" program should be in place by end of year, i.e., unused ticket values can be deposited into your wallet or even another persons wallet.

No public announcement on third tier elite program...my take is that if and when such a tier is implemented it will be more of a MVP Gold+ rather than a full blown Platinum Level. Reassurance was given that current MVPG benefits will not be diluted, intent is to recognize the very top level of Golds somehow.

They are offering 13 months for both new and renewed annual Board Room memberships (in the past they only offered the bonus month for new accounts). My current membership is up in November so it was a no-brainer for me.

Q&A...

complaints about equipment swap out from full size to combi's and automatic rebooking to bulkhead row which is not really the prefered row on a combi (exits to the rear)

I made a comment re: starting the boarding procedure on 800's and 900's 40 or 45 minutes before departure instead of posted 30 minutes. If it's going to be general policy than boarding passes should reflect correct boarding time.

I also inquired about the possibility of getting the Digi Players refreshed more frequently. There is the potential for upgraded Digi Players that are used on the Hawaii flights to be deployed fleet wide. AS is also looking at integrating Wi-Fi / streaming content in the future.

Thanks for posting and attending ^

Sounds about what I was expecting... how was parking? :D

beckoa:

I found a spot on the street, meter enforcement doesn't start until 9:00 a.m. so I left the mtg. just a little early...

Valet is available at the Mariott for $16 (short term).

Thx for the quick reply...

$16 is a little steep for 2 hrs... guess I'll be looking for a spot o' street...

Gonna make it to the BR this afternoon?

Thanks beckoa for starting the thread. Just got back from the breakfast. Unfortunately I did not take notes...so I'll just record what I remember:

First...thanks AS, nice event, nice breakfast. It's great to be invited to these events - makes one feel appreciated as a customer.

Key players in attendance: Uncle Rick (of course), missydarlin, Elliot of facebook and twitter fame. A one million mile flyer - didn't catch his name. Otherwise the routine AS folks - reps from each department including Gold desk, FA, Boardroom, etc. Key absences noted by me: Bank of America - maybe they didn't want to draw attention to their new SOE changes.

Uncle Rick's updates:

New potential partnerships in discussion with (drum roll please) ICELAND AIR!!! (yes, I'd totally welcome that one!), Kenmore Air (floatplanes and Caravans out of Seattle to nice recreation areas). Nothing official yet on either - sounded like discussions were somewhat early.

Review of existing partnerships: Air Pacific highlighted, Continental ending (it was pointed out that with no EQM's and difficult award seats, this was probably the least valuable of our domestic partners anyway).

Platinum - still in the works. Much less commitment than I've seen recently discussed on FT. No set date for rollout. Stressed again that great care would be taken NOT to decrease any benefits of MVPG status if a higher tier is rolled out. It was pointed out that MVPG is already a pretty small group of customers (~30K), which is less than most airlines upper tier. Focus would be on special recognition for a few of the highest level customers.

Upgrades - tweaking the system again. Want to make sure that those who purchase value and above fares have the best chance at upgrades, so revenue management should be automatically upgrading those customers at the 36 hour mark into any available F seat regardless of U availability to make sure that they don't lose the upgrades once check in opens.

The new Delta - getting the elite benefits we had with NW has been slower in coming than we'd hoped. Delta system should recognize status for boarding and check in by the end of the year (without waving the card). For now, wave the card, and you should get treated like a skyteam elite for everything besides upgrades. Let them know if there are any stations (anywhere in the world) where that does not happen and they will work on it. Domestic upgrades (except for Hawaii) should work by March 2010. Working on waiving baggage fees for MVPG!!

Wifi - slower than we were hoping. Other airlines have done it faster because they are using land based system which is cheaper and less complicated, but would never work for our market (Alaska, Hawaii, Mexico). Hope by the end of 2010. Fee system to be worked out but will likely include one time use and subscription options. Discount for golds? Mileage redemption?

My Wallet - hopefully full functions should be in place by end of 2009 to include depositing unused and partially unused ticket credits, which would be transferable into any MP customers wallet.

New routes (the schedule guy) - review of new routes in 2009. 10 new routes. (Note - no mention of upcoming new destinations unless I missed something).

Q&A:

Q: When there is an aircraft swap, how do you decide who gets downgraded?
A: Good question. Not just row 4. Procedure is kind of poorly defined. Golds are supposed to be accommodated first. Generally speaking, lowest status passengers, most recently upgraded, or last checked in are most likely to get booted.

Q: Can we update the digi player more frequently? For those of us that fly a couple times per month, it is worthless by the 3rd flight.
A: Updated every 2 months. We'll work on it. DigiPlayer XT is on trial on HI routes. Perhaps once we get in-flight WIFI, we'd have the option for a broader selection with the satellite connection...but note that the DigiPlayer currently does not have internet capabilities, so that is a hypothetical consideration and would require a new system. No one asked why movies get recycled and put back on (i.e. is Australia really on the digi AGAIN?)

Q: Sometimes when I buy a higher fare for the instant upgrade, it's only available on DEN-SEA, but not SEA-ANC. That sucks and is worthless.
A: Remember to use the "hover" function to see which flights actually have U. Hopefully getting upgraded on one segment is better than not getting upgraded at all. The best way to fly first class all the time is to purchase F fares. (This poster did not have a lot of patience for this question...so the sarcasm represents my eyes rolling - Rick was much more PC).

Q: Sometimes on ANC-ADQ there are last minute aircraft swaps, and I get bumped from F to a middle seat in row 16. I hate row 16 because it is the last row to deplane. I think row 29 should be premium seating on the combi because it is first off. I'd rather not fly at all than ever sit in the middle seat in row 16.
A: Uhhhh...sorry. We'll take your feedback and revisit the premium seating allocations on the combi configuration.
ANC RED-EYE's A: Are you kidding me? Row 16 on the Combi is the BEST coach seat in the fleet - it has more legroom than ANY F seat in the fleet. I see the objection about a middle seat...but I'd take row 16 middle over row 29 middle any day. Isn't that like a 45 minute flight anyway? You're lucky AS even flies to ADQ. Oh yea, and how long does it even take to deplane a fully loaded Combi? 2 minutes? You're right, row 29 could also be allocated to premium seating...but it would be a distant second choice to row 16.

Q: Will the ANC-ORD red-eye ever come back? I hate having to lose the entire previous day to traveling and connect in Seattle just to make a lunch meeting in DCA. I used to be able to fly out the night before.
A: Daytime flights sell better than red-eyes, period. With the economy down, and the schedule scaled back, red-eyes were the first to go. As traffic picks up and we can justify keeping the aircraft in the sky more, red-eyes will return. No promises on which routes - it will all be run by supply and demand.

Q: Since there are so many red eyes out of ANC, do you think the boardroom could stay open longer?
A: We tried it 2 summers ago. Did not increase memberships or visits...but we couldn't pour enough Amber to keep up with the demand. Extra staffing, and the extra alcohol bill made it a clear loser on the books. Who knows...maybe now it would work, we have a different schedule. If we try it again, it will be during summertime (high season). Oh, but come to the wine tasting event today from 2-7 anyway, because we already bought that wine from Dunham Cellars, and it is really good.
What RED-EYE thinks Rick probably really wanted to say: Alaskans drink too much. We can't afford to keep your boardroom open any longer, and besides, if we did we'd probably have to deny way too many people boarding on their flights, which would just be another pain in our @$$. We're never going to try that again, but at least we know you'll ask that question every year at the MVPG events, and we have a good answer.

That's all I can think of for now. I'll spare you any further commentary...less my comments from the peanut gallery become any less professional. Let me know if there are questions, or if I missed anything...and see everyone at the boardroom at 2??

Thanks, Red Eye! I'm with you on the ANC-ADQ Row 16 vs. Row 29 sentiments!

ANC Lunch 1 of...
 

Live from the MVPG Lunch in ANC :cool: - Free wifi in Marriott Conference Room ^

Side salad served with more lettuce then normally found in F class salads, but same tomato and cucumber...

Seatmate just came back from SAN

Two million milers in attendance that I've heard so far :cool:

But the program is yet to begin...

Very comprehensive notes ANC RED-EYE^

Wirelessly posted (BlackBerry8310/4.2.2 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/102)

Food is good!

ANC Lunnch 2....
 

Still waiting... but had a surprisingly good lunch...

It looked at first like a sandwich, but it was a circular bed of mashed potatoes (with skins), with a nice fillet o' chicken, and topped with grilled peppers (red and Orange) and a nice slice of brie (or other cheese... but good)

Very good food...

Also talked about B concourse with Ground Ops... :cool;

ANC Lunch 3
 

Rick has started speaking... :D

Director of Sales
...Public Affairs (40 yrs with AS)
Captain Sean
ANC BR Sup
Regional Sales Alaska
Coordinator of Gold Lunches
MVPG Desk
Scheduling
F/A ANC scheuling
Customer Advocacy
PDX F/A
missydarlin
Campaign strategy specialist
Ground ops sup ANC

3 million milers here today -200 overall at ASQX

ANC Lunch 4...
 

Hmm... Lifetime MVPGs get a 73H model with their name on it

Schedule on timeness
Focus was training and people
90% on time in Sept
5 months #1 with relevant competitors
People and procedures in place
Wonderful it wored in Sept

Upgrade Process
Upgrade to F one of best bennies
Want 100% buy F
If you buy Value & above, significantly improves your upgrade chances
Once if you buy the qualifying fare and U is avail = upgrade, once we get to 36 hrs out, put qualifying fare into F class...
Started a month ago
Once checkin happens lots of things can happen

Platinum
Looking at closely
28,000 MVPG's
True there is a segment that flies more and spends more
want to recognize top 10% of MVPG's... might be public or under the radar - noting to announce today
Golds are our very best customers

Airline Partners
DL- elite bennies on NW will convert to DL
Excited to have everything with DL but disappointed to take so long... have full recip lounge access
Priority boarding with MVPG card worldwide and Medallion First Class checkin
Automated in December...
If you are on DL and not doing it, let AS know and they'll let DL know
--
Better seating-
Before end of year- waiting for technological link
--
Upgrades
Some hands went up to getting NW upgrades
Looking at March for upgrades on DL
DL tends to have bigger F cabins, etc...
--
Launch in First Quarter- trying...
Iceland Air... replaced SAS...
May be fastest way from Alaska...

Dessert issued :d
Chocolate cream thing ;)

Kenmore Air also
Lots of float traffic
Award levels reasonable- might be 10K RT... ^

Alaskaair.com
Mobile site by end of year
talking with vendors
Blackberry & ipod apps :cool:

Secured Flight
collect info
populated now from your MyAccount profile ^

ewallet
Almost complete...
By end of year- house residual value of any unused or partially used tickets
Can deposit in someone else's e-wallet too

Airport screens with upgrade/standby lists
Right now have paper print out
Rolled out in First Quarter in ANC, LAX, PDX and LAX

Updated Res...
easier to do reissues over phone/internet

Wifi
testing row 44
Went extemely well
working on a license for 73H certification and fit
commitment is to have internet on plane at end of 2010 fleetwide
Northern Alaska has issues...
Then will look at dig-e-player
current generation has none - but might be in future ones...

Food:D
Basket service retired...
Great idea- didn't turn out...
Replaced with individual meals and snacks
reviewing long-haul flight meals right now...

Oh- BR
If you want to come back -if you renew you get 13 months for the price of 12
Doing special event in ANC... Orso & Eric Dunham ... one of best winemakers
Can get a pass back for tonight

Expression of Thanks
Means a tremendous amount- only comes from MVPG... recognized in front of peers, entered into contests, etc :cool:

Now to Mike for scheduling....

ANC Lunch 5...
 

Scheduling
SEA AUS in AUG
SEA-IAH in Oct
SEA-ATL later in Oct
PDX-ORD
OAK-KOA/OGG

Now for Q&A's :cool:

Jean- is it possible to pull up a schedule - put a link to flight status on schedule page to on-time page...

Redesigning myaccount experience right now...

ANC-JNU long day - can get shorter date for that segment...
Most complex part of schedule
Every time one move happens... takes away from another destination... very rigid and can't move schedule an hour or two... tough one... sorry....

BR questions... Expanded Hours... potentially opening a new one in C in SEA too...

3 years ago did a test... not justified - liquor costs went thru the roof! (laughing)
If we do another test it will be in the summer... got feedback in PDX BR... tested an hour earlier, and it stuck...
SEA room most used 35-40K a month in that room... maybe we can add furniture- didn't work well...
Started looking at converting space at the end of C upstairs into a second room... now that were loooking at our growth... will be opening

United room in basement really dumb

Flagship room in N concourse on top ^

only place in SeaTac that can grow... can expand it out and add more gates...

Delta codeshares from ORD...

Some things we can look at on websites... try to cover big ones...
Codeshare allows actual AS F#
Also has to do with other contracts with other airlines
has to do with balancing act with DL & AA...
Trying to keep everyone happy... MP can earn miles on all those itins

Big thank you for MVPG recognition on-board -50% of time and improving... and upgrades to F based on fares vs. booktimes... :(
Full mileage on AS50 for MVPG's...

Thanks for feedback for main cabin MVPG's... good to hear its really appreciated-
awkward if people moved seats or long list of MVPG's on a flight... working thru it...

AS50 issue- lots of changes to the program- money & miles, really expensive for us- could save 6 million by not offering miles on it... 12 hours later we heard different...
Didn't realize MVPG's use them a lot and then MVPG's would not qualify again... have been discussions for higher fares= more miles...
Lots of discussions internally... under lots of pressure to keep it the way it is, don't think they'll go back to old way...

Booked ticket to CUN- downgrading MVPG on ANC-SEA- what happened?
Number of situations where you can be confirmed F, and downgraded to coach...
Biggest issue 4 rows to 3 of F...
Operational issues can occur...
Most common is equipment change...
Call MVPG desk... worst situation... see U class, confirm F class - shell out a couple hundred for F... 2 weeks later in Y :eek: call gold desk and they'll make it right

Challenge up here in Alaska with Volcanoes and weather- stuck in SEA... knew more about it then crews thanks to twitter
Kept bag overnight... did not make it back to ANC...

Mt. Redoubt put Twitter to Critical Mass...
Baggage discussion...

ANC Lunch 6...
 

More Q&A's...

Need Customer Czar to look out for issues with ops and baggage, and weather, volcanoes, etc...
Customer Advocacy is that team

Compliment AS on wheelchair service ^ Always been very nice
Also compliment soup in BR
Cheeseburger from Mexico is very good!
Companion Fare standby waiting F class... one seat avail, but could not upgrade one of us since both need to be in same COS...
BoA... no not possible...

By far AS has the best employees vs. other carriers (fly more on other carriers)

Block Middle seat for MVPG's until the very last minute... great idea... can check with sabre... know there is an algorithm to fill windows and aisles first...
Heard rumors that other airlines wer going to do it...

Can we have pillows again?
H1N1 issues... also important cost savings issue too...
What about selling premium package with logo... :cool:
Have a nice blanket... cost with pillows, blankets and dry cleaning was high

Boarding Pass has ticket counter times on Boarding Passes... could help...
May be a little hard...

Boardroom... got some passes in past, and this year no passes...
Stopped doing it

Website- separate departure & return flights... took ten tries before finding F class...
Price has dropped a lot... so may have been filled with F...

Question on AS CC- run multiple biz' can run into one number... take last 4 digits of CC - way to differentiate miles...

Mexico- kids good for first hour... after that :rolleyes: no provision to allow anyone get off the plane (guess it was a ground delay)
Not sure why they could not deplane- get some food since they ran out... son in law was so upset, was going to ask for compensation - triplets and new baby - all very young... only good for short time...
Some provision so people could not wait two hours in a hot plane...

Captain's input- when on a plane, don't want to keep them on more then a couple hours... but sometimes have a time-slot and need to be ready to go at a moments notice.;.. leave them behind or loose our takeoff slot...
Mechanical is time-sensitive... a lot of times mech we let folks off... but ATC or wx problem a little more reluctant to let folks off... but will serve drinks- keep A/C on...
Kids didn't get any free drinks... but they were the ones who needed them :p
Don't want to keep customers on a plane more then 90 minutes... have a debrief on lengthy mechanical delays

Doing email tests in interactive market... if you shop and you didn't complete your purchase... it was going to ask why you didn't purchase or something...

Huge difference in partner agents... some good, some not as good- Training might be useful in those situations... know what some of the rules are... etc...
-great feedback- buying qualifying fare... um...

Award structure question... person did not understand how it worked... listed on website.... oh well...

<more to come>

ANC Lunch 7...
 

more talk explaining award travel...
Shopping engine sends back 20,000 options... so AS shows what we think you meant...
Kind of predicting what you want to see... its a balance...
Is there a way to force that?
Had to go to one-way fares to find it...
Way to force flights...

Back to partner desk- some more agents there so more training occurring- also mentioned booking online...

BR's... design or allow us to have unattended access for a portion of the club... kinda like HA does...

Year before AS entered Hawaii market... NW had KOA service... will take into advisement...

CO- ANC & PDX
AS- LAS, EWR, & DEN...
Wanted to keep that piece of a relationship and they did not...

Link itins so one does not get stuck in Y...
Flight 232- PDX-Cabo
Would be nice to split the upgrade out on these flights...
Cashless Cabin... good lord that thing is slow... delays half the service...
Getting a software upgrade that should upgrade it... never got a card in May... consolidating and sending out a card soon... but consolidated...

Thank you much

<end>

BR afterparty now :cool:

Wirelessly posted (BlackBerry8310/4.2.2 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/102)

I asked my questions while Beckoa had stepped out:

1. Asked about PC access at IAH as there is a PC next to A11, the AS gate. The response (understanably) was that CO pretty much flipped them the bird when IAH was announced.

2. Mike assured me that IAH would be double daily before much longer.

3. I continued my winter daytime ANC-PDX quest and got a somewhat lukewarm response but Mike said they'd keep looking at it.

...of course :p

Had to go feed the meeter... only went to two hours :mad:

Nice @ Double Daily... and wouldn't be surprised about a nonstop even... and flippin' the bird- would have been nice to be there and see it :p

[QUOTE=beckoa;12652489]more talk explaining award travel...

CO- ANC & PDX
AS- LAS, EWR, & DEN...
Wanted to keep that piece of a relationship and they did not...

QUOTE]

And if this comment isn't clear, what it means is that it was announced out loud at the ANC in direct response to my question that these are the lounges that are included in the lounge agreement. An email will be going out to Boardroom members Friday or Monday with an update, if I understood Rick correctly.

Rick indicated that this was very much more Continental's wishes to limit the lounge agreement so severely. This makes sense because it is <my opinion here, reading between lines> probably CO's perception that AS is moving into their territory (IAH) and viewing that as an act of aggression, perhaps?

I find it interesting that all this time, AS employees have been willing to speak openly about the upcoming agreement and changes, while at CO even people with whom I am on quite friendly terms were extremely tightlipped.

Again, Rhonda Lawrence and Jennifer both from the Boardroom and Rick R. spoke openly about the lounge agreement. It is set for the airports BECKOA wrote about (that I specified weeks ago, unofficially) with official announcement coming within a few days.

Thanks to those of you who posted the summaries of today's events! Last year I was in ANC at this time - just missed the festivities by one day - not this year.

I just renewed my BR membership, and did it early - now sad to see that this may have been detrimental to me.... I didn't get a free month :). I'll contact the BR and see what I can do.

Dave

Wirelessly posted (BlackBerry8310/4.2.2 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/102)

Any update from ops if AS will take two or three gates in B? When I came back from IAH on Sunday, C1-C9 were all full, two Eskimos were parked along B where the C0 gates used to be, and one other 73H was on the ramp next to the cargo 747s. Since there's going to be so much open gate space at ANC seems like a couple extra B gates would be a nice addition.

sooo its somewhat become like a DL system where the higher fare catergories get first crack rather than a free for all?

Did Rick lead the meeting???

Yes.

Guess you did have good info :cool:

Just was hoping for more lounges like AUS and IAH...

Also, DL Skyclub did not want to allow guests when on AS metal... it was their limitation... so when I get some time I'll write DL a nice nasty letter for not allowing our companions when flying on AS :td:

Boardroom rates are going up next year... so lock them in this year... from what I heard its going to more of a sliding system based on status... $295/yr was what one person thought would be for MVPG's... not sure about other rates...

Miss Rhonda coerced me into a 3 year membership :o but got 3 free months :cool:

So I'm good for a while! :D

Kinda... Just another stage added in...

Just adds another tier... and its manual at the 36 hour mark... for Value (H) fares or higher... regardless of U avail...

hmm I wonder if this is the reason things have been all screwed up ie. Bob W circumstance and the other glitch that will show Value U or Full flex U open but you cant buy F. Although that was showing up on flight selections over 36 days ahead let alone 36 hours :confused: Did anybody mention anything about this current web issue

Very well!

Great Job Rick! ^^ Nice balance of info presented, and good Q&A session ^

I didn't understand the issue entirely... mentioned it to someone on the side and agreed that if there are seats open (including U) that F should be able to be sold...

It is a delicate dance right now... AS is using 6 right now... but its a stretch since C0 is closed down... I was at the table with an ANC Ground Ops Supervisor and asked about this during our lunch... basically it sounds like a mexican hat dance... when AS has a large bank of flights going out (like the redeyes) the planes come in... passengers deboard, towed out to the parking, cleaned, towed back and reboarded... that's how tight the gate space is... Don't think AS is acquiring the lease to any B gates yet... B is to open with a Public Ceremony in Nov... But its not completed yet... no food vendors in that terminal yet (no one signed a lease yet) and apparently there are cool huge geese 'flying' up high in the terminal. So we'll know soon ;)

Thanks for the info. mine expires in January and didn't get the free month. Guess its time to put aside some $$ for next years membership

Thanks for all the information about the meeting Beckoa. Great notes!

For me, with my yearly travel down so much, I'm fairly certain I won't be renewing my BR membership... and with the increase it rates, that pretty much confirms it. I wonder if others will allow memberships to lapse for similar reasons this year?

Thanks- I'd say if you like AS, go with the 3 year membership... $750 turns out to be $250 a year or about $20 a month ^

I was letting mine lapse since I had no travel in Sept or Oct... but am ironically in the ANC BR right now as my father was on AS120 this morning... :yawn:

That and the MVPG lunch offer of an extra 3 months... :cool: and wine tasting that day too ^

Also, I was waiting for word on what AS was doing with CO PC prior to my renewal... could I be happier, yes... but nice to have some PC access...

The rates aren't increasing that much for MVPG's... it sounds like its just switching to a tiered approach similar to other airlines, so MVPG's pay the least...