Upgrade list transparancy
Nov 10, 2005 | 10:16 pm
#16
Join Date: Oct 2002
Location: Houston
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It's been my experience that, when asking, many CO gate agents can be very secretive about where one is on the FC waitlist. The fact that it can change at any time seems to be the typical excuse given to me for not wanting to tell me where I am in the list.
I typically don't ask anymore after being turned away for asking several times .... if the upgrade happens for me, it happens. Being only gold now, I typically don't expect it and am just pleasantly surprised when it does.
I typically don't ask anymore after being turned away for asking several times .... if the upgrade happens for me, it happens. Being only gold now, I typically don't expect it and am just pleasantly surprised when it does.
Nov 10, 2005 | 10:21 pm
#17
Join Date: Oct 2002
Location: Houston
Programs: AA EXP; Hyatt Globalist; Marriott Lifetime Platinum, Hilton Diamond, UA 1.56MM (fmr UA1K)
Posts: 5,774
Originally Posted by sushibear
On a recent IAH/AUS I stopped at the gate desk to see if I had cleared the upgade list. Without looking up, the agent said, "FIRST CLASS IS CHECKED-IN FULL. PLEASE TAKE YOUR SEAT IN COACH." Fine, I was in 5C and the trip is short. No big deal. However, when I boarded, there were still two empty seats in first. When the GA came on with the final manifest I walked up to the front and asked if these two seats were open. She gave me a LOOK, stomped off the plane, and returned with another printout. She proceeded to call out six names--one by one--over the pa system. All had already been upgraded. She called another who didn't even seem to be on the plane. Another name is called, and a guy walks up from coach and takes one of the seats in first. She studies the list and frowns, stomps back to 5C and says, "WELL, IT LOOKS LIKE YOU'RE NEXT ON THE LIST, SO 1D IS YOURS IF IT REALLY MEANS THAT MUCH TO YOU." I said "thank you" and moved up. The flight attendant was totally nonplussed saying, "I don't have a clue what that was all about, but I think you deserve an apology." It's not that it MEANT THAT MUCH to me, but I think if passengers are to trust the system and take their seat in coach so that the desk won't be surrounded with battlefield hopefuls, the GAs have got to follow procedure.
Nov 10, 2005 | 11:07 pm
#18
FlyerTalk Evangelist
Join Date: Dec 2002
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Originally Posted by J.Edward
DL monitors also cycle information that the average (read: majority) ask such as seatmaps, weather at the destination, in-flight food options, standby status, upgrade status, and many more items. While I agree that investing in monitors just for upgrade status would be a waste we must remember they could display other relevant information.
Even more sophisticated travelers like myself (I hope!) sometimes are curious about some of that information and having it displayed clearly on a monitor must save DL's agents countless time -- allowing them to focus on more important customer service and departure management issues -- while also facilitating upgrade and standby transparency.
On this one innovation, CO lags behind DL.
Nov 11, 2005 | 9:59 am
#19
Join Date: Jan 2004
Location: Phoenix, Arizona
Posts: 3,169
Originally Posted by cAAl
True, and very good points.
Even more sophisticated travelers like myself (I hope!) sometimes are curious about some of that information and having it displayed clearly on a monitor must save DL's agents countless time -- allowing them to focus on more important customer service and departure management issues -- while also facilitating upgrade and standby transparency.
On this one innovation, CO lags behind DL.
Even more sophisticated travelers like myself (I hope!) sometimes are curious about some of that information and having it displayed clearly on a monitor must save DL's agents countless time -- allowing them to focus on more important customer service and departure management issues -- while also facilitating upgrade and standby transparency.
On this one innovation, CO lags behind DL.
i once asked about an upgrade and the agent, without even lifting her head, pointed to the screen. it gives the DL gate agents an excuse to keep the counter from falling over and actually makes them feel less empowering and useful.
Nov 11, 2005 | 10:53 am
#20
Join Date: Oct 2005
Location: Long Island, NY
Programs: DL Plat, CO Gold, Avis First, HH Silver
Posts: 624
Originally Posted by dlen111
on the contrary. i feel that DL's automations have taken the last drop of personal touches left in the check-in and boarding process. first it was kiosks, then the screens, then online check-in and now the automated gate agent voice.
i once asked about an upgrade and the agent, without even lifting her head, pointed to the screen. it gives the DL gate agents an excuse to keep the counter from falling over and actually makes them feel less empowering and useful.
i once asked about an upgrade and the agent, without even lifting her head, pointed to the screen. it gives the DL gate agents an excuse to keep the counter from falling over and actually makes them feel less empowering and useful.
Sorry, I don't want to seem like I am attacking you. I just get miffed when people use technology as an excuse for why people treat each other poorly. Tools are tools, who uses them and how they are used are human decisions.
Nov 11, 2005 | 11:37 am
#21
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Join Date: Sep 2002
Location: Between AUS, EWR, and YTO In a little twisty maze of airline seats, all alike.. but I wanna go home with the armadillo
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Originally Posted by dlen111
i once asked about an upgrade and the agent, without even lifting her head, pointed to the screen. it gives the DL gate agents an excuse to keep the counter from falling over and actually makes them feel less empowering and useful.
Nov 11, 2005 | 11:48 am
#22
Join Date: Oct 2004
Location: NYC
Programs: UA 1K, SPG Platinum, UA Million Miler
Posts: 2,596
Does anyone like, actually get upgraded anymore? I am like 0 for my last 9, all K,N,V and B fares. As far as I am concerned, they should copy the "The Price is Right" when someone actually scores a battlefield UG. Its been that rare of late...
Nov 11, 2005 | 11:58 am
#23
Join Date: Jul 2003
Location: Columbus OH
Programs: DL Diamond, CO Gold, US Silver, Natl Exec, Hertz #1, Avis Preferred, Elite w/ All US Hotel Programs
Posts: 401
Originally Posted by dlen111
first it was kiosks, then the screens, then online check-in and now the automated gate agent voice.
Nov 11, 2005 | 12:32 pm
#24
Join Date: Apr 2005
Programs: CO - Plat, NW - Gold, Hilton Gold, Marriott Silver, Starwood Plat.
Posts: 355
A problem as I see it, with alerting CO of rude agents is that if you complaint too much after several bad experiences is that you are flagged as a problem customer. Its almost a catch 22.
I called a few years back after a month of flying hell and was told by the we-dont-care line - "I see you have called us quite a few times recently" - I have never called again!
I called a few years back after a month of flying hell and was told by the we-dont-care line - "I see you have called us quite a few times recently" - I have never called again!
Nov 12, 2005 | 2:40 pm
#25
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Join Date: Apr 1999
Location: Bryn Mawr PA & Wailea HI
Posts: 15,726
The DL system seems about as visible and fair as it gets. I hope they expand it to all airports.
Far more useful than the CO cheap stupid "blue exalted-rug" thingee.
MisterNice
Far more useful than the CO cheap stupid "blue exalted-rug" thingee.
MisterNice