AS Website Chronically Bad
Mar 29, 2010, 3:07 pm
#61
Join Date: Oct 2000
Location: Seattle WA, USA
Programs: Hilton Diamond, Marriott LT Plat, AS Lounge
Posts: 3,478
More problems today. Had trouble logging in and then made 3 attempts to print boarding passes. No go. I'll try again later or maybe just use the kiosks at the airport tomorrow.
Mar 29, 2010, 7:20 pm
#62
Join Date: May 2004
Location: SEA
Programs: AS MVPG, WN CP, Marriott PP, Hilton Gold
Posts: 179
Please Fix
AS Please fix your website, it is getting worse each day.
Today, while trying to get an upgrade using the gold certs, the flight I was trying to upgrade on showed the mysterious gold "U". I quickly called the get an upgrade and was told that none were available. The reservations agent acted like I was nuts for asking. I told them that on the website it showed it was available. (F was/is not sold out)
They told me to call customer care, which I did. Here is where it gets interesting....
Customer care tells me that "having the gold "U" and the blue/gold "U" displayed only means that the flight and that fare would be upgradeable, but does not mean that there are seats available for the upgrade
I then asked to speak with a supervisor, guess what? I was told the same thing again. I told them that the answer was just plain wrong. If the "U" shows up on the site, I should be allowed to upgrade immediately if I was using a MVPG cert. They still said no!
They had to check with another sup and then came back to say that I was right, and this is a recent AS policy change. Huh??, It has been this way for a while.
After talking to the second supervisor, the "U" inventory has now disappeared, (SEA-HNL, I wonder why)
From the time I noticed the "U" availability, to the time it took to get this straightened out, 1 hour.
So, please fix the website, it is causing customers, or at least me, to get really annoyed. You used to be the forerunner with technology, but lately, I would say that improvements are needed.
Today, while trying to get an upgrade using the gold certs, the flight I was trying to upgrade on showed the mysterious gold "U". I quickly called the get an upgrade and was told that none were available. The reservations agent acted like I was nuts for asking. I told them that on the website it showed it was available. (F was/is not sold out)
They told me to call customer care, which I did. Here is where it gets interesting....
Customer care tells me that "having the gold "U" and the blue/gold "U" displayed only means that the flight and that fare would be upgradeable, but does not mean that there are seats available for the upgrade
I then asked to speak with a supervisor, guess what? I was told the same thing again. I told them that the answer was just plain wrong. If the "U" shows up on the site, I should be allowed to upgrade immediately if I was using a MVPG cert. They still said no!
They had to check with another sup and then came back to say that I was right, and this is a recent AS policy change. Huh??, It has been this way for a while.
After talking to the second supervisor, the "U" inventory has now disappeared, (SEA-HNL, I wonder why)
From the time I noticed the "U" availability, to the time it took to get this straightened out, 1 hour.
So, please fix the website, it is causing customers, or at least me, to get really annoyed. You used to be the forerunner with technology, but lately, I would say that improvements are needed.
Mar 29, 2010, 8:02 pm
#64
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
AS Please fix your website, it is getting worse each day.
Today, while trying to get an upgrade using the gold certs, the flight I was trying to upgrade on showed the mysterious gold "U". I quickly called the get an upgrade and was told that none were available. The reservations agent acted like I was nuts for asking. I told them that on the website it showed it was available. (F was/is not sold out)
They told me to call customer care, which I did. Here is where it gets interesting....
Customer care tells me that "having the gold "U" and the blue/gold "U" displayed only means that the flight and that fare would be upgradeable, but does not mean that there are seats available for the upgrade
I then asked to speak with a supervisor, guess what? I was told the same thing again. I told them that the answer was just plain wrong. If the "U" shows up on the site, I should be allowed to upgrade immediately if I was using a MVPG cert. They still said no!
They had to check with another sup and then came back to say that I was right, and this is a recent AS policy change. Huh??, It has been this way for a while.
After talking to the second supervisor, the "U" inventory has now disappeared, (SEA-HNL, I wonder why)
From the time I noticed the "U" availability, to the time it took to get this straightened out, 1 hour.
So, please fix the website, it is causing customers, or at least me, to get really annoyed. You used to be the forerunner with technology, but lately, I would say that improvements are needed.
Today, while trying to get an upgrade using the gold certs, the flight I was trying to upgrade on showed the mysterious gold "U". I quickly called the get an upgrade and was told that none were available. The reservations agent acted like I was nuts for asking. I told them that on the website it showed it was available. (F was/is not sold out)
They told me to call customer care, which I did. Here is where it gets interesting....
Customer care tells me that "having the gold "U" and the blue/gold "U" displayed only means that the flight and that fare would be upgradeable, but does not mean that there are seats available for the upgrade
I then asked to speak with a supervisor, guess what? I was told the same thing again. I told them that the answer was just plain wrong. If the "U" shows up on the site, I should be allowed to upgrade immediately if I was using a MVPG cert. They still said no!
They had to check with another sup and then came back to say that I was right, and this is a recent AS policy change. Huh??, It has been this way for a while.
After talking to the second supervisor, the "U" inventory has now disappeared, (SEA-HNL, I wonder why)
From the time I noticed the "U" availability, to the time it took to get this straightened out, 1 hour.
So, please fix the website, it is causing customers, or at least me, to get really annoyed. You used to be the forerunner with technology, but lately, I would say that improvements are needed.
Either using a website like expertflyer, calling, or sometimes checking for 'A' space (since I find if there is Award saver space, there is U, but sometimes U without A)
Mar 29, 2010, 8:38 pm
#65
Join Date: Jan 2008
Programs: AS MVPG, CO, NW(now DL), Flying Blue
Posts: 6,554
This has been an ongoing issue for years... the U space seen online does not necessarily represent current availability at booking- it lags behind by sometimes an hour or a day...
Either using a website like expertflyer, calling, or sometimes checking for 'A' space (since I find if there is Award saver space, there is U, but sometimes U without A)
Either using a website like expertflyer, calling, or sometimes checking for 'A' space (since I find if there is Award saver space, there is U, but sometimes U without A)
Mar 29, 2010, 11:10 pm
#66
Join Date: May 2004
Location: SEA
Programs: AS MVPG, WN CP, Marriott PP, Hilton Gold
Posts: 179
Last week I did purchase a different ticket that had the "U" showing as available in the fare class that I booked it in. However, I have to go through a travel agency to get the tickets, and then when I got the confirmation code and called, no upgrade.
If you are booking online, this should not ever happen.
Mar 29, 2010, 11:17 pm
#67
Join Date: May 2004
Location: SEA
Programs: AS MVPG, WN CP, Marriott PP, Hilton Gold
Posts: 179
This has been an ongoing issue for years... the U space seen online does not necessarily represent current availability at booking- it lags behind by sometimes an hour or a day...
Either using a website like expertflyer, calling, or sometimes checking for 'A' space (since I find if there is Award saver space, there is U, but sometimes U without A)
Either using a website like expertflyer, calling, or sometimes checking for 'A' space (since I find if there is Award saver space, there is U, but sometimes U without A)
Apr 6, 2010, 6:09 pm
#68
Join Date: Jan 2010
Location: Virginia
Programs: AS MVPG, UA 1P, UA RCC, Hertz Gold, Marriott Rewards Silver, SPG Gold
Posts: 244
Okay, I hate dredging a thread back up, but I am curious - does AS ever take any of these issues to heart to fix? I have been trying to book reserved flights over and over again, dealing with the all-too-familiar error pages as the response. I used to wonder what problems you guys were talking about, but now I see. How am I supposed to give AS my thousands of dollars if they won't electronically take it??
Apr 6, 2010, 6:34 pm
#69
Join Date: May 2008
Location: Reno/Tahoe and Los Angeles
Programs: Alaska 100K, National and Avis Elite member
Posts: 125
What's going on now?
Today, I tried to make a reservation and all I keep getting is the error message below. The site seems to be crashing more and more.
Error Encountered
Our web server encountered an internal error. It was logged to aid our staff in finding a solution.
For guidance with this transaction, call Customer Care at 1-800-654-5669, Monday through Friday, between 8:00 a.m. and 6:00 p.m. (PT)
Server Name: R14
Server Time: 4/6/2010 5:31:11 PM
Remote Host: 167.154.71.230
Error Encountered
Our web server encountered an internal error. It was logged to aid our staff in finding a solution.
For guidance with this transaction, call Customer Care at 1-800-654-5669, Monday through Friday, between 8:00 a.m. and 6:00 p.m. (PT)
Server Name: R14
Server Time: 4/6/2010 5:31:11 PM
Remote Host: 167.154.71.230
Apr 6, 2010, 6:44 pm
#70
Join Date: Dec 2004
Location: BLI
Programs: Alaska Million Mile Flyer, Marriott Lifetime Titanium Elite
Posts: 3,195
Okay, I hate dredging a thread back up, but I am curious - does AS ever take any of these issues to heart to fix? I have been trying to book reserved flights over and over again, dealing with the all-too-familiar error pages as the response. I used to wonder what problems you guys were talking about, but now I see. How am I supposed to give AS my thousands of dollars if they won't electronically take it??
I do know at one point it was a server capacity issue, and they were going to add more servers. Don't know if that's still the issue (or if it's load balancing, or what).
Apr 6, 2010, 6:45 pm
#71
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
Okay, I hate dredging a thread back up, but I am curious - does AS ever take any of these issues to heart to fix? I have been trying to book reserved flights over and over again, dealing with the all-too-familiar error pages as the response. I used to wonder what problems you guys were talking about, but now I see. How am I supposed to give AS my thousands of dollars if they won't electronically take it??
Apr 6, 2010, 7:14 pm
#72
Join Date: Jan 2008
Programs: AS MVPG, CO, NW(now DL), Flying Blue
Posts: 6,554
Perhaps a call would work better than a message forum rant. Its a good place to vent but for one thing AS isnt always monitoring FT nor should they feel the need to. We have AS staff on here that post and read but typically not IT so then they have to go to AS IT and give the info 3rd party. It might be better to email AS your issues first hand or call them up and get in touch with the web developers and IT staff to explain the problem so they can talk to you while its actually happening at that moment. I dont disagree that right now the site can be really screwed up at times but to answer your question of do they take it to heart to fix them? I am pretty sure they do when they are made aware of them. That being said also the larger the site, the more complex, and the more features it has the longer it takes to repair once a problem is found. I highly doubt that they think having the AS site screwed up is ok
Apr 6, 2010, 8:54 pm
#73
Moderator Communications Coordinator, Signatures
Join Date: Apr 2001
Location: deep within the Eskimo lair
Programs: TubWorld, Bar Alliance, Borratxo Legendarium
Posts: 16,968
However, the website does slightly lag behind true availability. This is more often the case with a couple days of departure because upgrades are clearing, and people are generally moving around quickly.
Apr 6, 2010, 8:56 pm
#74
Moderator Communications Coordinator, Signatures
Join Date: Apr 2001
Location: deep within the Eskimo lair
Programs: TubWorld, Bar Alliance, Borratxo Legendarium
Posts: 16,968
Last week I did purchase a different ticket that had the "U" showing as available in the fare class that I booked it in. However, I have to go through a travel agency to get the tickets, and then when I got the confirmation code and called, no upgrade.
If you are booking online, this should not ever happen.
If you are booking online, this should not ever happen.
Apr 6, 2010, 9:35 pm
#75
Join Date: Jan 2010
Location: Virginia
Programs: AS MVPG, UA 1P, UA RCC, Hertz Gold, Marriott Rewards Silver, SPG Gold
Posts: 244
Well, I've seen you guys post this stuff for months and honestly was surprised to find the same error. I'm assuming you guys have already called, etc, so it should have been fixed - right? I was at the edge of the '6 pm' window, so I was unable to call. Seeing as the tickets had to be purchased by midnight, I tried over and over and was finally successful.