Upgrade Processor Glitches
Feb 21, 2018, 11:35 am
#136
Join Date: Aug 2007
Location: Near SEA
Programs: UA MM, AS MVPG75K, Marriott Lifetime Gold
Posts: 7,969
This Friday, AS75 SEA-JNU, dummy booking shows blue F - U space available - for 1 (white F if you do a dummy booking for 2), called reservations to ask why my upgrade didn't clear. Rep says that it's U=0, 11 booked into F (on a 12-seat F config).
I walked her through what I did on the website, how I saw the blue F, and how revenue shows they will sell 2 F tickets outright... she's escalating to IT, says that's for sure a bug.
No biggie, short flight, I'm in the exit row... but hopefully they can track down the cause of this bug and fix it!
I walked her through what I did on the website, how I saw the blue F, and how revenue shows they will sell 2 F tickets outright... she's escalating to IT, says that's for sure a bug.
No biggie, short flight, I'm in the exit row... but hopefully they can track down the cause of this bug and fix it!
Feb 21, 2018, 11:36 am
#137
Join Date: Apr 2010
Location: SEA
Programs: AS 100K, Hilton Diamond
Posts: 876
Just have to say that while I'm glad we at least have mostly figured out the rules of this game, it's really damn annoying that it's every man for himself, and that I have to keep calling. Coming from Delta 2 years ago this stuff just worked and worked well. I can only imagine where its at now. Part of being loyal to an airline is the expectation that eventually you will see some fringe benefits from that loyalty. Alaska at this point seems to just be running on it's reserves of goodwill but eventually everyone will get tired of this. I'm still slightly pissed over getting upgraded, then at check in the system trying to charge me, and between the agents trying to correct things I lost the upgrade. Not really a great way to promote loyalty. Seattle is the land of programmers...you can't tell me Alaska can't hire some competent ones and fix it. /end rant
Feb 21, 2018, 11:44 am
#138
Join Date: Oct 2016
Location: PDX
Programs: AS MVPG75; Bonvoy, National Exec, United Silver
Posts: 121
See I disagree here. I think that since GGUs are quantity limited they absolutely should trump comp u/gs, like an instrument on other carriers.
Obviously they should be waitlist-able too and then honored in order of status and time requested -- and *of course* AS should fix the underlying upgrade engine problems -- but absent that waitlist I have no problem with someone using a GGU inside the window.
What I don't think is ok is talking a phone agent into processing your comp upgrade when there's a waitlist, unless that is being done in waitlist order.
Obviously they should be waitlist-able too and then honored in order of status and time requested -- and *of course* AS should fix the underlying upgrade engine problems -- but absent that waitlist I have no problem with someone using a GGU inside the window.
What I don't think is ok is talking a phone agent into processing your comp upgrade when there's a waitlist, unless that is being done in waitlist order.
Feb 21, 2018, 12:20 pm
#139
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
This has been standard operating procedure at UA for years. The upgrade processor isn't fast enough and people can sneak in an upgrade despite the waitlist. Just add to the top of the clearing priority "those savvy enough to find open upgradeable inventory (or get lucky in timing upon request), request to apply a GGU, and have a GGU applicable fare class".
This has been a known issue at UA for many years and they never cared to address it. Then again they were selling $99 upgrades to only those with no status on check-in while many elites waited in line and were not even offered upgrades for $. It got to a point that even with an upgrade instrument you were waitlisted and often could not clear as upgrades were sold at a discount well before they would even try and clear. They kept the upgrade inventory at 0 until the day before on many busy flights.
We can all hope that Alaska goes "Beyond" but it seems that is rare these days.
This has been a known issue at UA for many years and they never cared to address it. Then again they were selling $99 upgrades to only those with no status on check-in while many elites waited in line and were not even offered upgrades for $. It got to a point that even with an upgrade instrument you were waitlisted and often could not clear as upgrades were sold at a discount well before they would even try and clear. They kept the upgrade inventory at 0 until the day before on many busy flights.
We can all hope that Alaska goes "Beyond" but it seems that is rare these days.
Feb 21, 2018, 3:42 pm
#140
FlyerTalk Evangelist
Join Date: Oct 2014
Posts: 10,904
I don't even see how that would work. The waitlist is supposed to be automatic. If everything worked, it shouldn't be POSSIBLE to use a GGU while there are people on the waitlist and the window is open -- their upgrades should already have been processed.
Feb 21, 2018, 4:03 pm
#141
Join Date: Apr 2014
Posts: 1,639
Indeed. My flight tomorrow has been U-1 all day (6 empties on seat map). I have not been upgraded. I don't want to call because it's a hassle but there shouldn't be U space available all day while people sit on the waitlist.
Feb 21, 2018, 5:45 pm
#142
Join Date: Apr 2014
Posts: 1,639
Got curious and called. They said no U space, so website has been showing the U space erroneously all day. ¯\_(ツ)_/¯
Feb 21, 2018, 9:00 pm
#143
FlyerTalk Evangelist
Join Date: Jan 2012
Location: Northern Calif./Eastern Ida.
Programs: Amethyst Premier Plutonium Medallion
Posts: 20,643
Feb 21, 2018, 10:50 pm
#145
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' site can get hung up (usually an hour delay, but can be longer). Using a tool such as ExpertFlyer can be beneficial in seeing U space, and frustrating to see at the same time.
Feb 22, 2018, 10:41 pm
#146
Join Date: Jan 2018
Posts: 12
Less than 24 hours, no U available
Less than 24 hrs, I’m mvp gold, there is no U available but 2 first class seats open. It still says my wife and I are on upgrade list for first class. We were already moved into premium class at 72 hr window. Am I still to assume it’s possibe we get upgraded to first class for free? I’m also willing to pay the 100 dollar fee to upgrade, but that’s not available yet? Can someone explain how the upgrade system works as an mvp gold elite within 24 hour window when no U is available but 2 sears are still open for first? Is it possible that I can pay 100 per seat or as an mvp
gold should I not have to do that?
gold should I not have to do that?
Feb 23, 2018, 12:23 am
#147
Join Date: Oct 2015
Location: Pacific Wonderland
Programs: ʙᴏɴᴠo̱ʏ Au, IHG Au, HH Dia, Nexus, Pilot FlyingJ Preferred
Posts: 5,336
Less than 24 hrs, I’m mvp gold, there is no U available but 2 first class seats open. It still says my wife and I are on upgrade list for first class. We were already moved into premium class at 72 hr window. Am I still to assume it’s possibe we get upgraded to first class for free? I’m also willing to pay the 100 dollar fee to upgrade, but that’s not available yet? Can someone explain how the upgrade system works as an mvp gold elite within 24 hour window when no U is available but 2 sears are still open for first? Is it possible that I can pay 100 per seat or as an mvp
gold should I not have to do that?
gold should I not have to do that?
Note that if U=1, the upgrade processor will skip over you since there are two people on your reservation. It won't split your reservation.
Good luck!
Feb 23, 2018, 10:52 am
#148
Join Date: Jan 2017
Programs: AS 100K, Marriott Titanium, Delta Gold, United Silver
Posts: 250
If it's within 24 hrs, you should also be able to see the upgrade wait list list in the Alaska app. I *think* the list will continue to update and change as people check in for the flight, but you can keep an eye on whether anyone pops up ahead of you on the list, which, if there's only two seats, would be a definite no to an upgrade.
Feb 23, 2018, 11:39 am
#149
Join Date: Dec 2017
Programs: AS MVPG75K, Hilton Diamond
Posts: 126
Still a chance
Less than 24 hrs, I’m mvp gold, there is no U available but 2 first class seats open. It still says my wife and I are on upgrade list for first class. We were already moved into premium class at 72 hr window. Am I still to assume it’s possibe we get upgraded to first class for free? I’m also willing to pay the 100 dollar fee to upgrade, but that’s not available yet? Can someone explain how the upgrade system works as an mvp gold elite within 24 hour window when no U is available but 2 sears are still open for first? Is it possible that I can pay 100 per seat or as an mvp
gold should I not have to do that?
gold should I not have to do that?
Feb 23, 2018, 2:54 pm
#150
Join Date: Sep 2001
Programs: Alaska Tanzanite 100K
Posts: 3,858
Systems are definitely still broken. Called in about my upgrade on Monday, and was told its not available. Which matches Sabre:
126FEBBOSPDX‡AS«
26FEB MON BOS/EST PDX/PST-3
1AS 33 F4 D4*BOSPDX 100 420P 806P 73J D 0 XTJ DC /E
P1 U0 A0 Y7 Z7 S7 B7 M7 H7 Q7 L7 V7
but not Alaskaair.com
Alaska rep said the website is wrong. I asked to be removed from the UG list since the processor isn't working as I'll be happy to keep my seat in the exit row. I've also had friends fly who are MVP's clear before me.
-n
126FEBBOSPDX‡AS«
26FEB MON BOS/EST PDX/PST-3
1AS 33 F4 D4*BOSPDX 100 420P 806P 73J D 0 XTJ DC /E
P1 U0 A0 Y7 Z7 S7 B7 M7 H7 Q7 L7 V7
but not Alaskaair.com
Alaska rep said the website is wrong. I asked to be removed from the UG list since the processor isn't working as I'll be happy to keep my seat in the exit row. I've also had friends fly who are MVP's clear before me.
-n