Access to Upgrades Update
 

Just an update on my experience this morning with CP reservations when I requested upgrades for my Friday flight.

My first call was a wee bit premature - 45 minutes before my 72-hour window began, however, the agent didn't say 'sorry sir, your upgrade window is 72 hrs in advance of your flight departure time..." he said "your flights on Friday so call sometime tomorrow". Great! Perhaps he was just having a bad day or math wasn't his strongest area. http://www.flyertalk.com/forum/frown.gif

I called back in an hour and the second agent said "no more upgrades would be released on the flight as it was full up front". Really? I got off the phone and checked Travelocity and found that only 5 of 12 seats were assigned so...she was 'pulling my leg' to get me off the phone.

I called right back and an agent named Susan said that there would be no problem and asked whether would I prefer rows 1, 2 or 3!!! I got upgrades for both of us and she gently asked which sticker I would be using. Now that's how my first call should have gone! http://www.flyertalk.com/forum/biggrin.gif

This inconsistency with reservations is driving me crazy. We Gold members need a dedicated line where experienced people actually give a straight answer!

Has anyone experienced something similar as late?


[This message has been edited by PointWeasel (edited 04-18-2000).]

[This message has been edited by PointWeasel (edited 04-18-2000).]

If it's any consolation the staff on the EP desk have been equally inconsistent -- I usually just excuse myself and call back for another agent; making sure to note their name. Although as noted earlier on other threads the EP desk is not 24/7 thus we are asked to call the Gold line outside of business hours (late at night etc.) The Gold line is just a routing to the top of the inbound calls through their IVR -- the operators handle all calls save for EP -- thus cutting the wait time to very little. This may explain the frequent inconsistency of responses we receive.

BTW, how has your overall success rate been at obtaining upgs in your 72 hour window?

My success rate with upgrades at the 72 hour window has been about 80-90%, however, sometimes you have to call two or three times in order to get a helpful agent. I find that many times the person answering sounds as though they are new to the job. I have found that the YVR-YEG and YVR-YYC flights are getting more difficult to get advance upgrades on due to the frequent F28 flights being removed from the schedule. How about your success rate?

Just a little info - for all those people who book their original bookings with their travel agents and then call CP to do their upgrades... You should know that your travel agent can do the upgrade for you on their CRS. Well, specifically, those who use SABRE computer reservations systems, can anyway!