Upgrade Processor Insight for Companions
Jan 13, 22, 12:29 pm
#1
Original Poster
Join Date: May 2016
Location: Seattle, WA
Programs: AS 75K
Posts: 10
Upgrade Processor Insight for Companions
I know we all know that the Upgrade Processor is hopelessly broken. But I had a new experience and new insight from Customer Care today that is both borderline-infuriating and something I thought worth sharing.
Our Situation
75K + 75K (to become 100K) on same reservation. Checked in, top of waitlist, 7 people below, 7+ F seats being marketed for the flight.
Hour later: top of waitlist, nobody below. No more F seats being marketed.
A small amount of waitlist shuffling is the nonsense we've all come to expect, but having 7 people with lower priority clear ahead (and fill up the cabin) was too much not to make a phone call.
What We Learned
The Reservations rep spent a long time scrutinizing the flight. Several MVPGs had been upgraded without GGUs or instant-upgradable fares, so she definitely confirmed something was wrong. She spoke to Customer Care while I waited on hold.
The verdict: "Sometimes the upgrade processor will release a large number of seats one at a time, and if it only releases a single seat at a time, it will fill it with the solo traveler highest on the waitlist. Even though it did release 7 seats over the course of 10 minutes, it upgraded everybody below you because each of them were solo and there was only ever one open upgrade at any one moment."
The suggestion: "You really should just split your reservations every time. It's the only way to avoid this."
The service recovery: $25 discount code.
The Conclusion
Again, I'm used to Alaska screwing this up.
But it's absolutely ridiculous advice to tell a new 100K that they should boot their companion from their reservation if they want to be upgraded.
What a joke.
Our Situation
75K + 75K (to become 100K) on same reservation. Checked in, top of waitlist, 7 people below, 7+ F seats being marketed for the flight.
Hour later: top of waitlist, nobody below. No more F seats being marketed.
A small amount of waitlist shuffling is the nonsense we've all come to expect, but having 7 people with lower priority clear ahead (and fill up the cabin) was too much not to make a phone call.
What We Learned
The Reservations rep spent a long time scrutinizing the flight. Several MVPGs had been upgraded without GGUs or instant-upgradable fares, so she definitely confirmed something was wrong. She spoke to Customer Care while I waited on hold.
The verdict: "Sometimes the upgrade processor will release a large number of seats one at a time, and if it only releases a single seat at a time, it will fill it with the solo traveler highest on the waitlist. Even though it did release 7 seats over the course of 10 minutes, it upgraded everybody below you because each of them were solo and there was only ever one open upgrade at any one moment."
The suggestion: "You really should just split your reservations every time. It's the only way to avoid this."
The service recovery: $25 discount code.
The Conclusion
Again, I'm used to Alaska screwing this up.
But it's absolutely ridiculous advice to tell a new 100K that they should boot their companion from their reservation if they want to be upgraded.
What a joke.
Jan 13, 22, 12:38 pm
#2
Join Date: Aug 2018
Location: PDX
Programs: AS MVP Gold 100K
Posts: 2,286
It's a huge pain and very unfortunate. That said, it's something most of us have learned to do and live with. I always split reservations. If both people are 75Ks, there is no reason to keep them together. That said, I don't think you will find anyone who will argue against you that it is ridiculous. Also, the $25 is pitiful...
Jan 13, 22, 12:43 pm
#3
Join Date: May 2013
Location: SEA
Programs: AS MVP Gold 75K
Posts: 1,910
So the way you have to fly on Alaska to keep things straight is:
Check your reservation daily to make sure it isn't changed or cancelled since they may or may not notify you,
Call to make sure you are really on the upgrade list since no matter what it says you never really know,
Split your reservation if two Golds+ traveling on the same reservation, otherwise you may not get the upgrade no matter how many seats are open,
Simple!!
Check your reservation daily to make sure it isn't changed or cancelled since they may or may not notify you,
Call to make sure you are really on the upgrade list since no matter what it says you never really know,
Split your reservation if two Golds+ traveling on the same reservation, otherwise you may not get the upgrade no matter how many seats are open,
Simple!!
Jan 13, 22, 12:44 pm
#4
FlyerTalk Evangelist
Join Date: Jun 2007
Location: PDX
Programs: AS 75K, BW Plat, Marriott Gold, IHG Plat, Hilton Gold
Posts: 10,454
I know we all know that the Upgrade Processor is hopelessly broken. But I had a new experience and new insight from Customer Care today that is both borderline-infuriating and something I thought worth sharing.
Our Situation
75K + 75K (to become 100K) on same reservation. Checked in, top of waitlist, 7 people below, 7+ F seats being marketed for the flight.
Hour later: top of waitlist, nobody below. No more F seats being marketed.
A small amount of waitlist shuffling is the nonsense we've all come to expect, but having 7 people with lower priority clear ahead (and fill up the cabin) was too much not to make a phone call.
What We Learned
The Reservations rep spent a long time scrutinizing the flight. Several MVPGs had been upgraded without GGUs or instant-upgradable fares, so she definitely confirmed something was wrong. She spoke to Customer Care while I waited on hold.
The verdict: "Sometimes the upgrade processor will release a large number of seats one at a time, and if it only releases a single seat at a time, it will fill it with the solo traveler highest on the waitlist. Even though it did release 7 seats over the course of 10 minutes, it upgraded everybody below you because each of them were solo and there was only ever one open upgrade at any one moment."
The suggestion: "You really should just split your reservations every time. It's the only way to avoid this."
The service recovery: $25 discount code.
The Conclusion
Again, I'm used to Alaska screwing this up.
But it's absolutely ridiculous advice to tell a new 100K that they should boot their companion from their reservation if they want to be upgraded.
What a joke.
Our Situation
75K + 75K (to become 100K) on same reservation. Checked in, top of waitlist, 7 people below, 7+ F seats being marketed for the flight.
Hour later: top of waitlist, nobody below. No more F seats being marketed.
A small amount of waitlist shuffling is the nonsense we've all come to expect, but having 7 people with lower priority clear ahead (and fill up the cabin) was too much not to make a phone call.
What We Learned
The Reservations rep spent a long time scrutinizing the flight. Several MVPGs had been upgraded without GGUs or instant-upgradable fares, so she definitely confirmed something was wrong. She spoke to Customer Care while I waited on hold.
The verdict: "Sometimes the upgrade processor will release a large number of seats one at a time, and if it only releases a single seat at a time, it will fill it with the solo traveler highest on the waitlist. Even though it did release 7 seats over the course of 10 minutes, it upgraded everybody below you because each of them were solo and there was only ever one open upgrade at any one moment."
The suggestion: "You really should just split your reservations every time. It's the only way to avoid this."
The service recovery: $25 discount code.
The Conclusion
Again, I'm used to Alaska screwing this up.
But it's absolutely ridiculous advice to tell a new 100K that they should boot their companion from their reservation if they want to be upgraded.
What a joke.
Jan 13, 22, 12:49 pm
#5
Join Date: Sep 2018
Posts: 527
Sadly this's just how the system works, though in my experience it's pretty rare that they release U space one by one in such a short period.
One thing worth noting: I always thought that having F seats next to each other also impacts upgrades for reservations with 2 passengers, but last year we've had multiple instances where the 2 of us were upgraded together into the last 2 F seats that are separate. From your experience, looks like now the only thing that would stop higher-priority elites from an upgrade is U space being released one at a time.
Personally, I do split the reservation whenever possible, but for situations like the BOGO sale, or the BoA companion pass, or connecting from an international flight on another airline, we can only pray that the upgrade processor doesn't do this.
One thing worth noting: I always thought that having F seats next to each other also impacts upgrades for reservations with 2 passengers, but last year we've had multiple instances where the 2 of us were upgraded together into the last 2 F seats that are separate. From your experience, looks like now the only thing that would stop higher-priority elites from an upgrade is U space being released one at a time.
Personally, I do split the reservation whenever possible, but for situations like the BOGO sale, or the BoA companion pass, or connecting from an international flight on another airline, we can only pray that the upgrade processor doesn't do this.
Jan 13, 22, 1:04 pm
#6
Join Date: Nov 2016
Location: On a plane or a beach
Programs: Yes
Posts: 2,838
While an unfortunate situation, if the UG processor truly did release U=1 at a time, the UG professor operated as intended.
AS could be more clear on their Complimentary Upgrade page as to how the system works.
🙌🏻
AS could be more clear on their Complimentary Upgrade page as to how the system works.
🙌🏻
Jan 13, 22, 1:13 pm
#7
Join Date: Apr 2010
Location: SEA
Programs: AS 100K, Hilton Diamond
Posts: 750
It really needs to be programmed to hold the U space until gate time on a 2+ reservation if U=1 AND FC open seats is >2. Or some method. If >1 then skip. If you have a paid FC seat at this point, there is almost never space to do one anymore, because they clear the upgrade list so early as it is. None of this is new, but for Alaska using FC as a retention tool vs Revenue Generation, they sure do not implement it well.
Jan 13, 22, 1:34 pm
#8
FlyerTalk Evangelist
Join Date: Jun 2007
Location: PDX
Programs: AS 75K, BW Plat, Marriott Gold, IHG Plat, Hilton Gold
Posts: 10,454
Sadly this's just how the system works, though in my experience it's pretty rare that they release U space one by one in such a short period.
One thing worth noting: I always thought that having F seats next to each other also impacts upgrades for reservations with 2 passengers, but last year we've had multiple instances where the 2 of us were upgraded together into the last 2 F seats that are separate. From your experience, looks like now the only thing that would stop higher-priority elites from an upgrade is U space being released one at a time.
Personally, I do split the reservation whenever possible, but for situations like the BOGO sale, or the BoA companion pass, or connecting from an international flight on another airline, we can only pray that the upgrade processor doesn't do this.
One thing worth noting: I always thought that having F seats next to each other also impacts upgrades for reservations with 2 passengers, but last year we've had multiple instances where the 2 of us were upgraded together into the last 2 F seats that are separate. From your experience, looks like now the only thing that would stop higher-priority elites from an upgrade is U space being released one at a time.
Personally, I do split the reservation whenever possible, but for situations like the BOGO sale, or the BoA companion pass, or connecting from an international flight on another airline, we can only pray that the upgrade processor doesn't do this.
Jan 13, 22, 1:56 pm
#9
Join Date: Mar 2007
Posts: 4,545
I always split my reservations but that is coming back to bite me with service disruptions. Its loving waiting hours or days to get an agent then having to try and fix two separate reservations even if linked. Decided its just not worth it anymore for short hops under 2-3 hours. Too much hassle when things are so uncertain.
Jan 13, 22, 2:46 pm
#10
FlyerTalk Evangelist
Join Date: Nov 2009
Location: SEA (the REAL Washington); occasionally in the other Washington (DCA area)
Programs: DL PM 1.5MM; AS MVPG 75K
Posts: 20,519
Jan 13, 22, 4:10 pm
#11
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 37,381
Jan 13, 22, 5:24 pm
#12
Join Date: Sep 2018
Posts: 527
Wow! I didn't know this. Actually, I have never tried because I just assumed it wouldn't be possible. So you just call AS and tell the agent to split the reservation, or is there any special trick?
Jan 13, 22, 5:27 pm
#13
Join Date: Sep 2018
Posts: 527
I always split my reservations but that is coming back to bite me with service disruptions. Its loving waiting hours or days to get an agent then having to try and fix two separate reservations even if linked. Decided its just not worth it anymore for short hops under 2-3 hours. Too much hassle when things are so uncertain.
Jan 13, 22, 5:40 pm
#14
Join Date: Aug 2021
Location: SEA
Programs: AS MVP Gold 100K
Posts: 79
I just called - phone was answered immediately, and I politely asked for my PNR to be split. Agent said sure, and the process was done within 30 seconds.
Jan 13, 22, 6:00 pm
#15
Join Date: Aug 2015
Location: SFO
Programs: AS Gold 75K (OW), SK EB Silver (*A), UR, MR
Posts: 3,025
My wife and I haven't bothered to split any PNR for the last well over half a year, and we have gotten upgraded left and right except once or twice. We never lifted a finger no matter how hopeless it looked on the upgrade list, and still we wound up in F. But from what I read here, the system is still broken and we just appeared to have had a lucky streak.
