Forcing MVP upgrade fare w/companion cert
Sep 4, 2015, 3:41 pm
#31
Original Poster
Join Date: Jun 2001
Location: SAN
Programs: AS 100K, DL MM, AA PLT
Posts: 2,934
I contacted our training department and clarified that it can be done, but it must be done over the phone.
And were kind enough to very quickly update the agent manual to clarify the process in which to process MVP + redemptive or GGU upgrades.
I expect that as with anything else, there will be a learning curve for those agents who have previously been taught to deny the request. Please just ask them to refer to their manual for direction.
And were kind enough to very quickly update the agent manual to clarify the process in which to process MVP + redemptive or GGU upgrades.
I expect that as with anything else, there will be a learning curve for those agents who have previously been taught to deny the request. Please just ask them to refer to their manual for direction.
Sep 5, 2015, 12:01 pm
#33
Join Date: May 2012
Location: HNL
Programs: AS MVPG, HA Plat
Posts: 1,268
And we all bow down once again to the awesomeness that is missydarlin! This sort of willingness to go the extra mile is a whole lot more valuable than another inch of legroom in first or whatever else we might occasionally gripe about. Yay missydarlin, yay AS.
Sep 6, 2015, 11:00 pm
#34
Original Poster
Join Date: Jun 2001
Location: SAN
Programs: AS 100K, DL MM, AA PLT
Posts: 2,934
Fail :(
ETA: Actually, success. See below.
Just spent the better part of my evening on the phone with AS. As always, very earnest, professional, and empathetic agents. ^ Unfortunately, after speaking with an agent, the rates desk, and a supervisor, I was unable to get this done. I actually hit two snags, one I overcame, the other I am still stuck with.
The first snag was getting the ticket upfared. Fortunately, after (finally) getting handed to a supervisor, that got taken care of. ^ I now have an MVP instant upgrade fare. All that remains is to get the upgrades.
Unfortunately, that same supervisor was unaware of anyway to do two different types of upgrades in the same record. I politely (well, as politely as possible for a customer to tell an agent with 20+ years experience, anyway) mentioned the update to the agent manual missydarlin mentioned, but she could find nothing of the sort
Update: Once again, I am floored by AS customer service. The supervisor I was speaking to actually called me back (which in and of itself was impressive, as she obviously used *69 or some such as my contact info was not in the record, and the number I called from isn't in my Alaska profile) saying that she was confused how I could be so certain, and went and checked the customer care manual where she did indeed find the text missydarlin referred to. While customer care was closed at that hour, she took my GGU info and promised to take care of it for me herself so I didn't have to spend more time on hold.
Soo..... I don't have a confirmed itinerary in my grubby little hands yet, but I grow even more impressed with AS customer service.
Just spent the better part of my evening on the phone with AS. As always, very earnest, professional, and empathetic agents. ^ Unfortunately, after speaking with an agent, the rates desk, and a supervisor, I was unable to get this done. I actually hit two snags, one I overcame, the other I am still stuck with.
The first snag was getting the ticket upfared. Fortunately, after (finally) getting handed to a supervisor, that got taken care of. ^ I now have an MVP instant upgrade fare. All that remains is to get the upgrades.
Unfortunately, that same supervisor was unaware of anyway to do two different types of upgrades in the same record. I politely (well, as politely as possible for a customer to tell an agent with 20+ years experience, anyway) mentioned the update to the agent manual missydarlin mentioned, but she could find nothing of the sort
Update: Once again, I am floored by AS customer service. The supervisor I was speaking to actually called me back (which in and of itself was impressive, as she obviously used *69 or some such as my contact info was not in the record, and the number I called from isn't in my Alaska profile) saying that she was confused how I could be so certain, and went and checked the customer care manual where she did indeed find the text missydarlin referred to. While customer care was closed at that hour, she took my GGU info and promised to take care of it for me herself so I didn't have to spend more time on hold.
Soo..... I don't have a confirmed itinerary in my grubby little hands yet, but I grow even more impressed with AS customer service.
Last edited by Erasmus; Sep 7, 2015 at 12:01 am
Sep 7, 2015, 12:44 am
#35
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
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Wirelessly posted (beckoa's BB: Mozilla/5.0 (BlackBerry; U; BlackBerry 9810; en-US) AppleWebKit/534.11+ (KHTML, like Gecko) Version/7.1.0.694 Mobile Safari/534.11+)
Thanks for the updates ^
Thanks for the updates ^
Dec 31, 2015, 11:34 pm
#36
Join Date: Jun 2007
Location: Seattle, WA
Programs: AA, AS, B6, HA
Posts: 115
OP, what ended up happening here?
I called yesterday about a similar situation (companion tickets booked in M class on a flight with U availability, one passenger is MVP and other isn't) and was told that it was impossible to upgrade without spending 30K miles or 2 GGUs.
(this was before I found this thread, so I didn't suggest that the agent might not be aware of any recent rule clarifications.)
I called yesterday about a similar situation (companion tickets booked in M class on a flight with U availability, one passenger is MVP and other isn't) and was told that it was impossible to upgrade without spending 30K miles or 2 GGUs.
(this was before I found this thread, so I didn't suggest that the agent might not be aware of any recent rule clarifications.)
Jan 1, 2016, 4:55 pm
#37
Original Poster
Join Date: Jun 2001
Location: SAN
Programs: AS 100K, DL MM, AA PLT
Posts: 2,934
Honestly, I'm not sure.
The flights were upgraded as I mentioned previously, but the ticket never reissued AFAICT (i.e., the fare/price info disappeared from the record on the website). The pax were able to check in and fly, however.
I spent a good hour (it was a slow day) with an extremely helpful ticket agent in SAN a few months ago trying to get a printout of the purported section of the customer service manual that missydarlin indicates was inserted (and the previous sup was apparently able to find), but was unsuccessful.
Would be interested if anyone is able to get any further clarity on this issue, as will likely need to do the same thing again with next year's companion certs...
The flights were upgraded as I mentioned previously, but the ticket never reissued AFAICT (i.e., the fare/price info disappeared from the record on the website). The pax were able to check in and fly, however.
I spent a good hour (it was a slow day) with an extremely helpful ticket agent in SAN a few months ago trying to get a printout of the purported section of the customer service manual that missydarlin indicates was inserted (and the previous sup was apparently able to find), but was unsuccessful.
Would be interested if anyone is able to get any further clarity on this issue, as will likely need to do the same thing again with next year's companion certs...
Jan 27, 2016, 12:42 pm
#38
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Join Date: Jun 2007
Location: PDX
Programs: AS 75K, BW Plat, Marriott Gold, IHG Plat, Hilton Gold
Posts: 10,724
If both passengers on a companion cert reservation on MVP, you should be able to purchase MVP upgrade fare and just call in to get upgraded, right?
Jan 27, 2016, 12:50 pm
#39
Join Date: Oct 2000
Location: Seattle WA, USA
Programs: Hilton Diamond, Marriott LT Plat, AS Lounge
Posts: 3,478
Edited to add: See post #34. Maybe you have to book the wrong fare and then call in to get it changed. Also see post #18.
Last edited by Westcoaster; Jan 27, 2016 at 1:07 pm
Oct 14, 2016, 1:42 pm
#40
Join Date: Feb 2002
Location: Seattle,WA
Programs: Hyatt Diamond+, Alaska Airlines MVP, Priority Club Platinum
Posts: 2,682
MVP Upgrade and Campanion Fare
MVP is traveling with non-MVP. Agent says no way to get complimentary upgrade which is very frustrating. I understand that with this fare the two cannot be split into two itn but there are mileage upgrades and paid upgrades, where a combination could be used with the comp upgrade. Agent was implying it is not legal using comp upgrades, like this is a miles or dollars and miles ticket or something, which I fully understand no comp upgrade in those situations. Also, understand it's no problem for Gold MVP as long as there are two seats. I know I am asking to get flamed with no sympathy but can't help but feel frustrated.
Oct 14, 2016, 1:56 pm
#41
Join Date: Dec 2012
Location: YVR, HNL
Programs: AS 75k, UA peon, BA Bronze, AC E50k, Marriott Plat, HH Diamond, Fairmont Plat (RIP)
Posts: 7,832
MVP is traveling with non-MVP. Agent says no way to get complimentary upgrade which is very frustrating. I understand that with this fare the two cannot be split into two itn but there are mileage upgrades and paid upgrades, where a combination could be used with the comp upgrade. Agent was implying it is not legal using comp upgrades, like this is a miles or dollars and miles ticket or something, which I fully understand no comp upgrade in those situations. Also, understand it's no problem for Gold MVP as long as there are two seats. I know I am asking to get flamed with no sympathy but can't help but feel frustrated.
The key component is that both people have to be upgraded at the same time, regardless of the method used to upgrade as the PNR can't be split. It requires calling in and getting an agent who knows how to do this.
Edit: found the posts.
Read this thread http://www.flyertalk.com/forum/alask...nion-cert.html and in particular, this post http://www.flyertalk.com/forum/25378677-post30.html.
Maybe this thread should be merged with the http://www.flyertalk.com/forum/alask...nion-cert.html thread?
Last edited by Finkface; Oct 14, 2016 at 2:04 pm
Jan 7, 2017, 3:53 pm
#42
Join Date: Nov 2013
Programs: AS Gold, Hyatt Diamond, Starriott LTPP
Posts: 341
We were able to split a companion cert PNR last year (used GGU on one person, non-instant upgrade waitlist for the other). It took some time on the phone, but we got it done.
We're now trying to do the same thing for a new reservation and are being told the manual says it can't be split. Should there a difference between this situation (just put the MVP on regular waitlist) vs. the instant upgrade examples in this thread?
The flight is currently U1 and coincidentally we have only one GGU left!
We're now trying to do the same thing for a new reservation and are being told the manual says it can't be split. Should there a difference between this situation (just put the MVP on regular waitlist) vs. the instant upgrade examples in this thread?
The flight is currently U1 and coincidentally we have only one GGU left!
Jul 23, 2019, 12:36 pm
#44
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Join Date: Dec 2002
Location: Danville, CA, USA;
Programs: UA 1MM, WN CP, Marriott LT Plat, Hilton Gold, IC Plat
Posts: 15,721
Unfortunately the system is not designed to use two different upgrade types on the same flight on the same confirmation code ahead of time. The complimentary upgrade is processed as a request and we are unable to request it for only 1 person in the reservation thus the only way to use the comp upgrade and a GGU or paid upgrade on the same reservation is to have the ticket counter upgrade both passengers on the day of travel. Use of a GGU in that situation requires Customer Care to be open so they can be called for assistance in the use of the coupon.
Aug 17, 2019, 10:19 pm
#45
Join Date: Nov 2006
Programs: AA MM PP, MR LT Plat, Globalist
Posts: 1,000
Consensus is that at check-in, the MVP can be split off and made eligible for a "day of" upgrade. Must you do this at the airport or can it be done over the phone? If requesting over the phone, should you check in first?