How Complimentary Upgrades Work
#676
Join Date: Mar 2017
Location: British Columbia
Programs: AS MVPG100K, Marriott Marriott Titanium Elite, Hilton Gold
Posts: 7,263
Yes, of course! Especially given that the first rep was in PHX (notoriously poor training there, for some reason. I usually immediately hang up if they say they're in PHX), but he was actually pretty good (perhaps a change in in the wind in PHX now?)
Second one from BOI was relaying back the same info. But I'd already been escalated to the MP rep in SEA, who insisted there was no way to fix it.
[...]
Second one from BOI was relaying back the same info. But I'd already been escalated to the MP rep in SEA, who insisted there was no way to fix it.
[...]
James.
#677
Join Date: Aug 2014
Location: SEA, ORD, SFO
Programs: AS MVPG 75K, AA PLT, DL GM, SPG GLD, Hyatt GLD, SPG GLD
Posts: 202
Neither PHX nor BOI front-line call center reps book Cathay awards. You were transferred to a rep at the Partner Awards desk for that (even if the first person you spoke with worked with you to find availability). In fact, if one just asks to be transferred immediately (rather than playing a game of telephone about your itinerary between the two of them) you'll find the process goes a lot quicker.
#678
Join Date: Jun 2003
Location: Seattle WA
Programs: AS 100K, Marriott LT Platinum
Posts: 1,828
What I recall is that after a status change, if you have the agent remove the FF# from existing records and then re-add it, the system will then properly recognize the new status in those records
Not saying it SHOULD work that way, but that's a work-around for the issue you describe
Not saying it SHOULD work that way, but that's a work-around for the issue you describe
#679
Join Date: Mar 2017
Location: British Columbia
Programs: AS MVPG100K, Marriott Marriott Titanium Elite, Hilton Gold
Posts: 7,263
Yes, PHX worst, SEA next, BOI consistently the best.
Neither PHX nor BOI front-line call center reps book Cathay awards. You were transferred to a rep at the Partner Awards desk for that (even if the first person you spoke with worked with you to find availability). In fact, if one just asks to be transferred immediately (rather than playing a game of telephone about your itinerary between the two of them) you'll find the process goes a lot quicker.
Neither PHX nor BOI front-line call center reps book Cathay awards. You were transferred to a rep at the Partner Awards desk for that (even if the first person you spoke with worked with you to find availability). In fact, if one just asks to be transferred immediately (rather than playing a game of telephone about your itinerary between the two of them) you'll find the process goes a lot quicker.
James
#680
Join Date: Aug 2014
Location: SEA, ORD, SFO
Programs: AS MVPG 75K, AA PLT, DL GM, SPG GLD, Hyatt GLD, SPG GLD
Posts: 202
Then you were lucky, you happened to get someone who had already qualified on Int'l. Partner Awards. Must have been a slow night for them, and they ended up taking calls from the level 1 support queue.
#681
Join Date: Aug 2014
Location: SEA, ORD, SFO
Programs: AS MVPG 75K, AA PLT, DL GM, SPG GLD, Hyatt GLD, SPG GLD
Posts: 202
What I recall is that after a status change, if you have the agent remove the FF# from existing records and then re-add it, the system will then properly recognize the new status in those records
Not saying it SHOULD work that way, but that's a work-around for the issue you describe
Not saying it SHOULD work that way, but that's a work-around for the issue you describe
I wonder if that may actually be a sign that convergence in the data is slowly arriving. Just learned from this call that they're planning a pretty significant new rollout that's supposed to deal with some of these issues in 1Q2019. Fingers crossed...
#682
Join Date: Sep 2016
Location: Las Vegas
Programs: American Airlines Plat Pro, Marriott Titanium, Hyatt Globalist
Posts: 207
Can anyone help me understand how the timing of upgrades works out? For example, on a flight I'm taking today, there are six F seats open. I checked on the website and all six are available for sale, so they're not just unticketed F passengers. At T-24 hours, all six are empty and no one on the upgrade list has been upgraded.
At T - 14 or so (middle of the night), 3/6 F seats have people from the waitlist upgraded into them. But there's still 3 empty seats and multiple people on the waitlist (myself included). When does the system determine when/how to dole out those last 3 seats? I've watched the upgrade list for a few different flights now, and the process always seems to baffle me.
At T - 14 or so (middle of the night), 3/6 F seats have people from the waitlist upgraded into them. But there's still 3 empty seats and multiple people on the waitlist (myself included). When does the system determine when/how to dole out those last 3 seats? I've watched the upgrade list for a few different flights now, and the process always seems to baffle me.
#684
Join Date: Sep 2016
Location: Las Vegas
Programs: American Airlines Plat Pro, Marriott Titanium, Hyatt Globalist
Posts: 207
Please correct me if I'm wrong -- I read the first post, and it seems to go in-depth to describing how the Upgrade List order is determined -- how ticket holders are ordered on the waitlist for upgrades. I understand how that order is created. What I'm asking is how does AS determine which open F seats are available for complimentary upgrades at what time. A simple reading of Alaska's own page on how upgrades work suggest that starting at T - 5 days, all open F seats will start being assigned to elite members in descending order of the waitlist (as described in the first post). In reality, not all open seats go to complimentary upgrades at T - 5, T - 3, or T - 2, so what I'm asking is how /availability/ is determined, not upgrade order.
#685
Join Date: Mar 2017
Location: British Columbia
Programs: AS MVPG100K, Marriott Marriott Titanium Elite, Hilton Gold
Posts: 7,263
Please correct me if I'm wrong -- I read the first post, and it seems to go in-depth to describing how the Upgrade List order is determined -- how ticket holders are ordered on the waitlist for upgrades. I understand how that order is created. What I'm asking is how does AS determine which open F seats are available for complimentary upgrades at what time. A simple reading of Alaska's own page on how upgrades work suggest that starting at T - 5 days, all open F seats will start being assigned to elite members in descending order of the waitlist (as described in the first post). In reality, not all open seats go to complimentary upgrades at T - 5, T - 3, or T - 2, so what I'm asking is how /availability/ is determined, not upgrade order.
James
#686
FlyerTalk Evangelist
Join Date: Oct 2014
Posts: 10,904
A simple reading of Alaska's own page on how upgrades work suggest that starting at T - 5 days, all open F seats will start being assigned to elite members in descending order of the waitlist (as described in the first post). In reality, not all open seats go to complimentary upgrades at T - 5, T - 3, or T - 2, so what I'm asking is how /availability/ is determined, not upgrade order.
They seem to have been making changes to how they do this, but lately they seem to be (usually) holding the last 1-3 F seats up until boarding, and upgrading people then. It probably varies a lot by route though.
#687
Join Date: Feb 2011
Location: CVG
Programs: Hyatt Giraffe
Posts: 1,663
Just a quick update. My son and I ended up getting upgraded BNA -> SFO < 24 hours before the flight (on it now). SFO -> OGG was not upgraded at the same time, but I did notice that the upgrade cleared very recently (< T24). Even more surprising, U opened up, so I immediately GGU'd my wife and daughter. We do have a set of split assignments but all's well that ends well! Thanks for all the advice upthread.
#688
Join Date: Jan 2011
Location: STL/ORD/MCI/SAN
Programs: AA CK MM, AC SE100K, UA 1K, DL Plat, Hyatt Globalist, Hilton Diamond, Marriott Platinum
Posts: 1,985
Was #2 on the list for 2 seats recently when the GA told me "Oh, the computer either does that or it doesn't happen." He appeared busy, so I briefly just let it go, and he moved on to trying to find four seats together for a family that didn't plan ahead (he actually looked like he moved mountains for them and did a good job... just clueless with upgrades).
I waited for him to disappear down the jetbridge a few minutes later. I asked his colleague, who had just appeared behind the podium, if she could clear us. She said, "Oh no, we don't do upgrades here. Those seats will automatically go to #1 and #2 ." I said, "I"m #2 ." She looked confused, but after a lifetime of typing, she wound up printing a boarding pass for the F seat.
#1 on the list never cleared and what seemed to be a nonrev was quickly ushered into the seat just prior to door closure.
Squeaky wheel gets the grease at AS these days, I guess.
#689
Join Date: Oct 2015
Location: Pacific Wonderland
Programs: ʙᴏɴᴠo̱ʏ Au, IHG Au, HH Dia, Nexus, Pilot FlyingJ Preferred
Posts: 5,336
#690
Join Date: Dec 2005
Location: Kirkland, WA
Programs: AS 75K,UA Gold 1.6MM, Hilton Dia, Marriott LT Plat, Hyatt Glb, Natl Exec, Hertz 5*
Posts: 3,657
At DFW I was #1 with F1 showing on inventory. At 5 mins before boarding, nothing was cleared. I went to the counter and presented myself as #1 on the list and asked if/when they were going to clear upgrades. The (junior) agent said, not yet, but I was virtually guaranteed the seat. I asked if they could clear BEFORE boarding so I could take the seat rather than backhauling from row 17 against incoming boarding traffic. She said to just wait at the gate then... so I watched first class and Group A board before eventually I was handed a BP. The dual line arrangement was being ignored so I had to get in the back of the line, boarding by Group C. Fortunately they did hold space in FC for a couple more bags.
I really wish they would clear F before boarding if check-ins are not 100% at that point!
I really wish they would clear F before boarding if check-ins are not 100% at that point!