Warned by Elite Agent of Potential Changes...
 

Once again, I had the unfortunate opportunity of being in the "EUA didn't go through automatically but, even though the upgrades are available, I can't upgrade you manually" situation for my flight today, Monday from IAH-SFO. After midnight early Sunday morning, my flight, CO 230 at 535pm on Monday, showed A6 D4 F4. The agent agreed with me that the upgrade was available. She then put me on hold for a couple minutes and tried in vain to do a manual upgrade. She was very apologetic and I said that's ok no problem and hung up.

So, I tried to call again to see if I'll get someone better. This time, she still said the same thing, upgrade is available but she can't do a manual upgrade. I politely expressed my frustration with this especially since this has happened to me multiple times.

She then politely reminded me that I should be happy that CO still allows free UG's on my type of ticket. (My r/t cost me only $150 incl taxes...not a COOL special...just a good fare)

She said that all the other airlines were cutting back and changes to OnePass and Continental were imminent. She stated a case where they will start charging $100 for standby for same day flights. She also stated that, eventually, discounted fares may be excluded from the Elite Upgrades.

I then told her, that, if that happened, I would just choose a different carrier. She agreed with me that she'd do the same if she were in my position.

(Well, just FYI, I didn't get upgraded on this flight.)

Oh well, can someone here verify this information if it is accurate or she was just making this stuff up?

I'm just feeling more and more alienated by the carrier that I've been loyal to these past years. Such a sad thing....

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SFnFlaGuy

She's making it up. Perhaps it makes her feel self-important. It may happen, it may not, but reservation agents and even managers aren't privy to such discussions. We find this stuff out hours before FlyerTalk does.

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I am not a sanctioned representative of Continental on these boards, just an interested participant.

I hope for CO that they don't change there elite benefits/earning potential... That being said I did get my NW upgrade on NW metal at the five day window, no problem.

A great line from the NW forum that someone posted: While other boards are moaning about cuts in benefits and decreased value of elite status you are hear debating the merits of pretzels.

I loved it.

ditto. flew five segments on NW over the weekend with a silver. we were both 5/5.

http://www.flyertalk.com/forum/smile.gif

[This message has been edited by fly co to see the yanks (edited 09-03-2002).]

I don't know what the reservation agents know or not and what the official policy is. I do know that there seems to be a rumor/feeling going around amongst some of them that low fare tickets are somehow held back from upgrading. Sometimes where there is smoke there is fire.

In an experience I posted earlier about my only flight on CO this year, I had the same situation and two of the reservation agents made the unsolicted comment while they were trying to find out why that perhaps it was because I was on a very low fare. There is a toll-free number you can call and have yourself upgraded manually if you come across this situation. Search this message board for my post on this.

I heard basically the same thing from Reservations Agent on Sunday ... she was informed about noontime. Some changes kick in 10/1/02, others 1/1/03 http://www.flyertalk.com/forum/frown.gif

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On the road, In the air,
I enjoy travel, From here to there.

If RA86 tells you that he hasn't heard anything, then nothing has happened. OTOH, since CO doesn't appear to have put out a press release about the changes to policies regarding non-refundable tickets, it could happen that way, and we'd never be told.

For the record, this Plat on a V fare CLE-LAS didn't get upgraded until check-in on Thursday (A7F0 for 6 days prior), got a 3 hour EUA on the Sunday return.... Mrs. Duxfan did get upgraded both ways as a Silver, same times.

Looks to me like someones tinkering with the EUA computer again.....

Actually, I think it's the other way around. Many of us frequently help CO folks with new policies-sometimes hours before. http://www.flyertalk.com/forum/biggrin.gif

Res, I appreciate and trust your responses. I wonder, however, what is coming down from Houston that is causing other agents to say these things.

Somehow they need to get the message that they should not be driving customers away by berating them for using the low fares when CO offers them. For one thing, it is not possible to book anything other than the lowest fare on the CO website, or other websites for that matter. Very often we are paying a higher fare than we could have gotten elsewhere anyway, because we prefer to fly CO.

Most of the people who use the Elite lines also fly on higher fares when that is what is available. We need to know we are still appreciated (if we really are), before we all take our business elsewhere.

I don't blame the agents, because it sounds like many of them are running scared right now, but something must be giving them this feeling. If these things are not true, Houston needs to do something to help them be more positive in talking to their best customers. This would probably involve helping them to feel more secure in the future of their airline. They're only human, and most of them probably aren't as mature and experienced as you appear to be.

BTW, I have heard "I can't override EUA" several times lately when the automatic upgrade didn't come through. Yet, a couple weeks ago I was flying a NW codeshare on CO metal. My EUA didn't go through, so I called NW, and the agent had no trouble overriding the system to provide the upgrades both ways (It was within the 5-day window for the return also). What gives?

ditto, although i had to call back three times until i got a NW agent that would do it for me. the first two NW agents asked me to call CO to have it done. so, i hung up and called back until i found someone that would release the F seats. http://www.flyertalk.com/forum/smile.gif

There is a difference between CAN'T and WON'T. I have heard CAN'T from one, but another did upgrade me 10 minutes later. Perhaps some do not have authority while others do, perhaps all CAN, but some WON'T under penalty of employer punishment.

Perhaps ResAgent86 can shed some light....{and while he is at it perhaps he CAN upgrade me to BF on my LGW to EWR return)?




[This message has been edited by Joey (edited 09-03-2002).]

What we get from Houston is factual stuff that is policy now. They don't filter stuff down before it is implemented. I think when you hear these rumors from agents, it is based on media and internet information, probably filtered through a couple of other minds and finally an immature individual. We don't get inside information at reservations. Even broken analog clocks are correct twice a day.

I have no idea what the future holds. I do know that Continental is losing much less per share than other majors (except Southwest). I am not worried about my job at this time--maybe I will be two years down the road. My future employment is more a function of the economy than anything else, I believe. Of course, I'm usually an optimist about big issues. I believe we won't invade Iraq. I think the economy will be better in two years. I think the Sopranos will have two seasons more, and then maybe some movies.

As far as EUA goes, it is possible to override it, just the way we used to do upgrades prior to EUA. The point is we are not allowed to do so, and I generally won't. So make it easy on you and us and don't ask.

I wish agents would just tell the truth. Yes, I can look at a waitlist and tell you where you are. Yes, I could upgrade you in advance of EUA. No, I won't.

We don't advise of waitlist order because it is meaningless unless you are Platinum, since another PNR with higher Elite status pushes you away from the top. You're number one today, you might be number five next weeek, and now you're angry. If you are Platinum, you can count on being somewhere at the top.

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I am not a sanctioned representative of Continental on these boards, just an interested participant.