A lesson for CO here:
At the beginning of this month I had a choice of taking UA or CO for a EWR-HKG trip. CO is a non-stop flight while UA is via ORD or SFO. Not relishing coach all the way I checked on mileage upgrades (50k R/T for both airlines). This was booked back in December.
CO wanted $1400+ for the lowest upgradeable fare and couldn't confirm the upgrade until 30 days out, of course. UA wanted a little over $900 AND would confirm upgrade seats R/T except for having to fly HKG-NRT-ORD-EWR on the way back and I couldn't even be waitlisted on HKG-NRT upgrade, it was so full (but they had Economy plus seats available which for anyone that has flown CO coach is a huge improvement). Even this routing is preferable with almost all BC than coach all the way so I booked it.
On the day of the flight out to HKG, the weather in ORD led to cancellation of a large number of flight from EWR-ORD (UA, AA and CO) so they couldn't get me to ORD for the ORD-HKG flight. An upgrader's nightmare!
But UA came through. They booked me the next day EWR-SFO-HKG with confirmed upgrade on SFO-HKG and waitlisted on EWR-SFO. The last one was a mistake because UA gives priority on their waiting list to rebookings due to cancellations (after DOBs if any are processed) and the agent did not indicate that in the waiting list. No problem. I explained my situation at the ticket counter when I checked in and before I reached Red Carpet Club (which is free access for International travel even if you are flying coach unlike CO's PC) I had been upgraded.
On the way back, I was upgraded at the gate on the HKG-NRT trip as well with priority because I was paying full miles for the trip anyway.
The above shows a respect for miles earned by me that CO doesn't even come close to matching.
CO, on the other hand, has never given me a BF upgrade. It has even denied me a mileage upgrade at the airport (MXP) even after a confirmed BF upgrade. They had even charged me a fee for the upgrade that I had to get back by writing a letter. Last year on the way back from SIN to EWR on a PAID BF ticket, when the NRT-EWR flight was cancelled while I was on board SIN-NRT flight, they put me on a NW NRT-JFK flight (NW BC really sucks) with false promises on what would happen at JFK, stranding me and a couple of other passengers at JFK with no help and so we had to arrange our own transport to get back to New Jersey. And this was for paid BF customers!
After written complaints, all they gave me were CO vouchers for the cost of the limo ride from JFK to NJ and a couple of domestic FC positive confirmation upgrade tickets.
CO service is generally good in normal situations but what makes a good airline good is how they handle the problem situations.
This is not a pitchh for UA. I give my dollars to those that satisfy my needs without looking at them in rose-colored glasses. UA has had its own problems. I transferred all my travel from UA to CO after during the 90s when UA was really bad. Just some thoughts on why CO might not do so well in the near future unless they realize the problems and change. Blind loyalty will only support them for a hort period. It is better in the long run for us as consumers to reward good service consistently and immediately with our business than put up with crap out of some kind of loyalty.
At the beginning of this month I had a choice of taking UA or CO for a EWR-HKG trip. CO is a non-stop flight while UA is via ORD or SFO. Not relishing coach all the way I checked on mileage upgrades (50k R/T for both airlines). This was booked back in December.
CO wanted $1400+ for the lowest upgradeable fare and couldn't confirm the upgrade until 30 days out, of course. UA wanted a little over $900 AND would confirm upgrade seats R/T except for having to fly HKG-NRT-ORD-EWR on the way back and I couldn't even be waitlisted on HKG-NRT upgrade, it was so full (but they had Economy plus seats available which for anyone that has flown CO coach is a huge improvement). Even this routing is preferable with almost all BC than coach all the way so I booked it.
On the day of the flight out to HKG, the weather in ORD led to cancellation of a large number of flight from EWR-ORD (UA, AA and CO) so they couldn't get me to ORD for the ORD-HKG flight. An upgrader's nightmare!
But UA came through. They booked me the next day EWR-SFO-HKG with confirmed upgrade on SFO-HKG and waitlisted on EWR-SFO. The last one was a mistake because UA gives priority on their waiting list to rebookings due to cancellations (after DOBs if any are processed) and the agent did not indicate that in the waiting list. No problem. I explained my situation at the ticket counter when I checked in and before I reached Red Carpet Club (which is free access for International travel even if you are flying coach unlike CO's PC) I had been upgraded.
On the way back, I was upgraded at the gate on the HKG-NRT trip as well with priority because I was paying full miles for the trip anyway.
The above shows a respect for miles earned by me that CO doesn't even come close to matching.
CO, on the other hand, has never given me a BF upgrade. It has even denied me a mileage upgrade at the airport (MXP) even after a confirmed BF upgrade. They had even charged me a fee for the upgrade that I had to get back by writing a letter. Last year on the way back from SIN to EWR on a PAID BF ticket, when the NRT-EWR flight was cancelled while I was on board SIN-NRT flight, they put me on a NW NRT-JFK flight (NW BC really sucks) with false promises on what would happen at JFK, stranding me and a couple of other passengers at JFK with no help and so we had to arrange our own transport to get back to New Jersey. And this was for paid BF customers!
After written complaints, all they gave me were CO vouchers for the cost of the limo ride from JFK to NJ and a couple of domestic FC positive confirmation upgrade tickets.
CO service is generally good in normal situations but what makes a good airline good is how they handle the problem situations.
This is not a pitchh for UA. I give my dollars to those that satisfy my needs without looking at them in rose-colored glasses. UA has had its own problems. I transferred all my travel from UA to CO after during the 90s when UA was really bad. Just some thoughts on why CO might not do so well in the near future unless they realize the problems and change. Blind loyalty will only support them for a hort period. It is better in the long run for us as consumers to reward good service consistently and immediately with our business than put up with crap out of some kind of loyalty.
You are in a dream world my friend...most people are like sheep and will jump at the easiest and most delicious carrot. CO will throw some more bonuses our way once they feel that loyalty is dipping....and *POOF* ..up goes their revenue.