channa

and only within 24 hours of the flight. If you check in and your connecting flight is > 24 hours out, it won't show anything.

glcarter

Presently flying home from EWR in FC. (Although they missed the BF equipment I had on the same flight last week. Can't have everything...!!)

Haven't heard back from Scott yet. I suspect he's pretty busy these days.

Still out the 15k for the upgrade-that-didn't-happen.

Will update when I hear from Scott.

Syzygies

Yeah, I always tried to look surprised at that answer, then patiently offer that I wasn't asking if first was full, I was asking if I was in first.

The Kindle is better, no human interaction required. And I have a Linux script that checks the pda site once a minute, and texts me any changes.

Yeah, I never ever ever get them back without asking. I hate to accuse CO of a scam, but they've got me wondering if this is deliberate.

channa

LOL. I wonder if CO's IT anticipated utilization like that.

Flyer737

The root cause of the problem is that some CO gate agents have no problem with unethical behavior and falsification of company records.... and CO seems quite willing to wink and let it happen if a passenger does not confront them with undeniable data. In the company I work for (much, much larger than CO), either of these will get you fired on the first offense. These bad apple agents are willfully disregarding company upgrade policy in order to take care of their buddies and then closing out the flight knowing that the records do not reflect reality. I don't believe you can correct this without putting everybody on notice that they will be fired if caught and then actually do it a few times.

transportbiz

I was speaking specifically about the screens not the consistency or communication.

transportbiz

Yes I know, I was commenting on the screens, that are not at "one of DL biggest hubs".

CopperSteve

Game, set, match.

pptp

One of the more common -- and laughable -- misconceptions I see on this board.

usa18dca

If the OP was in Term C IAH Security at about 9am then I saw the OP =)...was busy running out of IAH to the Employee Store for CO/XE then back into C from E ugh.

channa

How so?

It's been going on for years, and if it's not reported via Scott, say it's reported via WE CARE, does anything get done about it? In many cases, WE CARE tries to talk you out of compensation rather than trying to refer or look into what really happened. So if there's no mechanism to reasonably report it, isn't that essentially turning a blind eye?

pptp

I can only accurately speak for the FA group when I tell you that every little complaint, formally filed (web site or called in), makes it back to the FA and correction is applied, if needed.

With GA's, maybe it gets handled by a supervisor before reaching any higher. You really have no idea what is done about within the company. We Care isn't going to tell you about discipline and it IS their job to minimize loss on compensation payouts. The mere fact that stuff still happens, and will always happen, doesn't mean that CO condones it or turns a blind eye. It simply means that, with 45,000 employees, it's impossible to make sure each and every one of them is in 100% compliance with company rules. Even with the threat of severe discipline, people will still break the rules.

Heck, even the death penalty doesn't seem to be that strong of a deterrent. How many prisoners are on death row?

channa

You may be onto something with how the FA group is treated. I can tell you after some 7 years of being Plat, my FA-related feedback appears to be taken seriously (I've been called by direct supervisors with follow-up before). However, despite shenanigans reporting, never a follow-up whatsoever.

On those issues, WE CARE was focused on, as you say, minimizing compensation payouts and trying to convince me that my upgrade was "complimentary" so I was not entitled to anything. If that's what I'm hearing in one ear, it's very difficult to imagine that they're taking the concern seriously and doing something about it (especially when there's no follow-up saying at least thanks for reporting it).

On the topic of compensation payouts, I disagree that it's WE CARE's job to minimize those. It's their job to take customer concerns seriously and either address it or forward it on. Compensation payouts are to encourage future/repeat business so as not to lose a disserviced customer. There's little advantage to trivializing a customer's concern and further disservicing them.

pptp

Probably should have said that their job is to find the perfect balance between minimizing payout while maximizing customer satisfaction.

I know that when We Care gets a complaint about a specific work group, it gets forwarded to that department and basically handed off. I'm going to guess that if it's an issue with refunds and such, they handle it within We Care. Might be the difference in how the two types of complaints are handled.

sethb

If the airline advertises upgrades based on status, and then fails to provide those upgrades due to shenanigans by gate agents, is it guilty of False Advertising/Fraud? (Its gain is getting many frequent travelers to buy tickets from it rather than a competitor.)

The first relevant opinion on that subject is that of a state's Attorney General (any state in which the airline has a presence will do). The second, if it gets that far, is the jury's.