Only Person on Upgrade List - Won’t Process but Trying to Sell (Monetizing Upgrades)
Apr 30, 2019, 10:54 am
#31
Join Date: Oct 2001
Location: SW WA
Posts: 3,884
I (MVPG) have had three first class upgrades this year offered to me after everyone had boarded and the doors were closed. Initially I wondered if it was due to a FC no show but believe it’s related to this thread where efforts are being made to sell available FC seats up till the last minute. I have been MVPG for 5 years with many upgrades during that time of course and this is the first year this has happened. I witnessed the same thing happen on two flights last week with other passengers. On the last flight they brought 3 people up after everyone was seated and doors closed, which also confirmed to me this is part of a overall strategy to earn revenue on available FC seats prior to offering upgrades.
While any upgrade is appreciated it’s Irritating buying last minute food at the airport prior to departure and then being offered a FC meal, plus getting up from a seat you have settled into, disturbing fellow passengers as you get up, and dragging your bags down from above and hoping there is room upfront is unnecessary. As this pattern is emerging I fail to see why they can’t assign these seats at boarding.
While any upgrade is appreciated it’s Irritating buying last minute food at the airport prior to departure and then being offered a FC meal, plus getting up from a seat you have settled into, disturbing fellow passengers as you get up, and dragging your bags down from above and hoping there is room upfront is unnecessary. As this pattern is emerging I fail to see why they can’t assign these seats at boarding.
Apr 30, 2019, 10:57 am
#32
Join Date: Nov 2002
Location: SEA/YVR/BLI
Programs: UA "Lifetime" Gold, AS MVPG100K, OW Emerald, HH Lifetime Diamond, IC Plat, Marriott Gold, Hertz Gold
Posts: 9,488
Receive unlimited First Class upgrades for yourself and a companion on Alaska Airlines.
With the economy on screech, there is a growing market for business travelers who are not permitted to purchase F, willing to pay to upgrade after their ticket is issued. It's hard to argue against this as it asking a lot for a carrier to give away for free that which it can sell for cold hard cash.
Last edited by Fredd; Apr 30, 2019 at 10:58 am Reason: addition
Apr 30, 2019, 11:13 am
#33
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
AS does state it as a benefit:
Understood. Given that, I'd still like to know in advance how it actually works out in practice versus what's implied IMHO by "unlimited".
Understood. Given that, I'd still like to know in advance how it actually works out in practice versus what's implied IMHO by "unlimited".
Apr 30, 2019, 11:37 am
#34
Join Date: Dec 2018
Location: Seattle
Programs: Alaska airlines 100k
Posts: 923
I completely understand that AS wants/should attempt to monetize the upgrade for its business. That being said the customer experience is a factor when calculating the value of such a maneuver.
Process’ that are standardized and transparent can be better received by elites who are probably sufficiently business savvy and can understand that an individual without status willing to pay a premium for an upgrade is understandable. What I’ve seen and heard is that it can appear random and thus the perception that this could be “unfair” and at risk for GA potentially doing something shady for friends or colleagues.
When I buy a seat in the back I fully expect to sit in that seat and appreciative for all the upgrades that AS has provided me and my family. I don’t drink more than two drinks on any given flight so the upgrade when sitting on the plane can be a bit annoying as I’m already probably situated , I’m going to get my 2 drinks regardless as a comp and the cheese platter will cost me in FC regardless. The meals are not cycled frequently enough for me to care anymore. The Tumeric oregano chicken for the 16th time this year or the risotto alternative for also the 16th time is inconsequential at this point. However, not feeling like a heel for using the FC bathroom is a tangible benefit on the curbside last second upgrade.
Process’ that are standardized and transparent can be better received by elites who are probably sufficiently business savvy and can understand that an individual without status willing to pay a premium for an upgrade is understandable. What I’ve seen and heard is that it can appear random and thus the perception that this could be “unfair” and at risk for GA potentially doing something shady for friends or colleagues.
When I buy a seat in the back I fully expect to sit in that seat and appreciative for all the upgrades that AS has provided me and my family. I don’t drink more than two drinks on any given flight so the upgrade when sitting on the plane can be a bit annoying as I’m already probably situated , I’m going to get my 2 drinks regardless as a comp and the cheese platter will cost me in FC regardless. The meals are not cycled frequently enough for me to care anymore. The Tumeric oregano chicken for the 16th time this year or the risotto alternative for also the 16th time is inconsequential at this point. However, not feeling like a heel for using the FC bathroom is a tangible benefit on the curbside last second upgrade.
Apr 30, 2019, 11:44 am
#35
Join Date: Nov 2002
Location: SEA/YVR/BLI
Programs: UA "Lifetime" Gold, AS MVPG100K, OW Emerald, HH Lifetime Diamond, IC Plat, Marriott Gold, Hertz Gold
Posts: 9,488
The fact remains that AS customers on this thread are asking if there are changes to AS UG practices. We will find out eventually if there are.
IMHO AS would be better served by letting customers know up front. YMMV. As well, if AS is selling last-minute UGs, I'd like to be in on the offer.
YMMV.
Apr 30, 2019, 12:48 pm
#36
Join Date: Nov 2008
Location: Snohomish, WA
Programs: AS MVP Gold, HHonors Diamond
Posts: 2,793
I asked on Twitter about this and got this response:
Neil
To answer your question, Yes. Our agents should be processing the comp upgrades before they are offered for purchase. We'd like any examples you might have so we can share with our appropriate stations. Please send a private message using the link below.
Apr 30, 2019, 1:19 pm
#37
Join Date: Aug 2007
Location: Near SEA
Programs: UA MM, AS MVPG75K, Marriott Lifetime Gold
Posts: 7,969
In case anybody does not know, what happened at UA some years ago was the stealth implementation of what became famously known as TODs, defined in the FT Glossary as “Tens of dollars (used by UA flyers to refer to upgrades sold more cheaply to those without status than available to those with status)”.
In addition, it was especially galling to us UA elites with domestic and international upgrade instruments we had earned through flying to watch others buy up at the last minute, leaving us in the back.
If AS is making a change, I really hope they announce it up front. UA destroyed a lot of trust with this and other changes, and I'd hate to see AS make the same mistake.
In addition, it was especially galling to us UA elites with domestic and international upgrade instruments we had earned through flying to watch others buy up at the last minute, leaving us in the back.
If AS is making a change, I really hope they announce it up front. UA destroyed a lot of trust with this and other changes, and I'd hate to see AS make the same mistake.
Apr 30, 2019, 4:42 pm
#38
Join Date: Oct 2015
Location: Pacific Wonderland
Programs: ʙᴏɴᴠo̱ʏ Au, IHG Au, HH Dia, Nexus, Pilot FlyingJ Preferred
Posts: 5,336
Apr 30, 2019, 5:56 pm
#39
Join Date: Dec 2018
Location: Seattle
Programs: Alaska airlines 100k
Posts: 923
interesting thought. If this ever comes up again I may try that exercise.
May 1, 2019, 12:11 pm
#40
Join Date: Oct 2016
Location: PDX
Programs: AS MVPG75; Bonvoy, National Exec, United Silver
Posts: 121
Just one data point, but I did this last fall on a DCA>PDX flight. Was charged $200+. Asked for a refund afterward noting that I was MVPG+ and that I had been charged for the upgrade at OLCI. Initially, they were going to refuse the refund and specifically told me that I had to "wait for the auto-upgrade". In the end, they did refund the charge, but I wouldn't take it as a given.
May 2, 2019, 7:05 am
#41
Join Date: Aug 2006
Programs: AS MVP Gold 75K
Posts: 48
My husband and I were #1 and #2 on the upgrade list, from SEA to CUN on March 4. When we checked in, the customer service agent confirmed there were 5 open seats in first class and we would be upgraded at the gate. When we arrived at the gate (we didn't go directly to the gate, probably a mistake), I asked the gate agent when they would process the upgrades, she said they sold all of them. 
I wrote customer service regarding another issue during the flight and why we didn't get upgraded. He responded to the flight issue and apologized that the customer service agent told us we would get upgraded. I wrote back and asked again why we were skipped on the upgrade list and the seats sold to others. He said sorry, he couldn't see the flight details and to call Alaska Airlines customer service next time this happens.
I wrote customer service regarding another issue during the flight and why we didn't get upgraded. He responded to the flight issue and apologized that the customer service agent told us we would get upgraded. I wrote back and asked again why we were skipped on the upgrade list and the seats sold to others. He said sorry, he couldn't see the flight details and to call Alaska Airlines customer service next time this happens.
May 2, 2019, 9:24 am
#42
Join Date: Dec 2007
Location: USA
Programs: AS MVPG75k
Posts: 330
My husband and I were #1 and #2 on the upgrade list, from SEA to CUN on March 4. When we checked in, the customer service agent confirmed there were 5 open seats in first class and we would be upgraded at the gate. When we arrived at the gate (we didn't go directly to the gate, probably a mistake), I asked the gate agent when they would process the upgrades, she said they sold all of them. I wrote customer service regarding another issue during the flight and why we didn't get upgraded. He responded to the flight issue and apologized that the customer service agent told us we would get upgraded. I wrote back and asked again why we were skipped on the upgrade list and the seats sold to others. He said sorry, he couldn't see the flight details and to call Alaska Airlines customer service next time this happens.
I wrote customer service regarding another issue during the flight and why we didn't get upgraded. He responded to the flight issue and apologized that the customer service agent told us we would get upgraded. I wrote back and asked again why we were skipped on the upgrade list and the seats sold to others. He said sorry, he couldn't see the flight details and to call Alaska Airlines customer service next time this happens.In sum, if you arrive at the airport as #1 on the list and there are still open seats at T-60 when the GA takes control, you have to go to the gate and make sure they follow the rules to ensure you get the F upgrade. Once they start boarding, it’s too late. This is going to keep happening since Alaska has not prioritized a fix and has known about the problem for years.
Last edited by jjmadison; May 2, 2019 at 9:42 am
May 2, 2019, 9:32 am
#43
Join Date: Apr 2010
Location: SEA
Programs: AS 100K, Hilton Diamond
Posts: 876
Just one data point, but I did this last fall on a DCA>PDX flight. Was charged $200+. Asked for a refund afterward noting that I was MVPG+ and that I had been charged for the upgrade at OLCI. Initially, they were going to refuse the refund and specifically told me that I had to "wait for the auto-upgrade". In the end, they did refund the charge, but I wouldn't take it as a given.
May 2, 2019, 11:46 am
#45
Join Date: Aug 2007
Location: Near SEA
Programs: UA MM, AS MVPG75K, Marriott Lifetime Gold
Posts: 7,969
In sum, if you arrive at the airport as #1 on the list and there are still open seats at T-60 when the GA takes control, you have to go to the gate and make sure they follow the rules to ensure you get the F upgrade. Once they start boarding, it’s too late. This is going to keep happening since Alaska has not prioritized a fix and has known about the problem for years.
https://www.alaskaair.com/content/tr...boarding-times
