There are more customers purchasing First Class seats than ever before due to the lower First Class fares.

The upgrades are in the following priority:
Elite full Y
PLT (in order of fare paid then time of check-in)
PLT companion
GLD (in order of fare paid then time of check-in)
GLD companion
SLV (in order of fare paid then time of check-in)

This is not a gate agent decision.

The list is prioritized by computer.

Of course, no system or person is perfect. However, mistakes are kept to a minimum.

The Elite Access product is a high focus item and the upgrades are watched very closely.

Regards........AuntieMame

So, basically, based on my lack of success getting upgraded since 2006 rules then there are a great number of Y fare elites and plats with greater fares than me.

If that is the case then I'm (and many more I think) are basically screwed for upgrades based on how the system works. I have another flight to BHX next week. I'll bet a $1,000 to a doughnut that I don't make an upgrade on my domestic connector.

So long Continental for 2007. It's been fun.

The list is prioritized by the computer, but an agent can clear people selectively...it has happened before. If the agent told the poster "sir, the system automatically ranks customers on the list by elite status and fare paid", then we can just assume things are working as advertised and the poster is out of luck. However, given his report of a fairly aggressive response from the agent asserting her right to clear people according to her personal opinion, I believe this should be looked into.

The OP can either discuss the issue with a supervisor at the counter, or take it to customer care for further review. Even if the agent was not selectively clearing people, her response to this customer was inappropriate.

In a nutshell that's about it. Now just imagine you're an OP Plat in EWR with its huge voume of high-mileage elites all flying exclusively tiny planes, thousands of plats vying for a few dozen FC upgrades.

The bottom line is that CO, under the current leadership, has made a conscious choice to de-emphasize the importance of customer loyalty (OP elite) in return for a short-term revenue boost (lower fares across the board, including Y and FC).

The short-term result is a slight revenue boost. The long-term implication is customer loyalty erosion. Ultimately this strategy will turn CO into another commodity-based product with emphasis on low price and low quality.

The irony of the situation is that the JetBlue coach product is far more "premium" than the coach product on CO. And it's far less expensive.

I used to reluctantly buy CO roundtrips from EWR to LAX for $800+ with the expectation that I would get upgraded. But in the past 12 months I was never upgraded on any expensive (for me) ticket that I purchased.

So what's the point? Why would I spend $800 for a profoundly uncomfortable seat on CO when I can get a much more comfortable seat on JetBlue for $219 rt?

I'm saddened that Continenal's lack of vision has led me to make this choice away from an airline that I used to deeply admire.

Continental is working hard towards fiscal stability - a very sound goal if you ask me. Continental's loyalty program is working out just fine in the short term and for the long term. Perhaps you don't agree with thier method, it is working - Continental has oneof the best domestic FC products and thats why people are noepaying for it.

Fly jetBlue - it's fine with us, more chances of an upgrade. BTW for about 300 bucks more you could have been in paid FC - not worrying about an upgrade.

The bottom line is - Continental has thier unconventional way of judging and developing loyalty - it's not for everyone - but it is for some people -perhaps not you.

-Vincent

Her opinion doesn't mean squat. It's what the rules say.

Fiscal stability is terrific. No company can survive without making a profit. The question is how to get there.

Let's not forget the visionary words of Gordon Bethune who rescued a burnt-out shell of a carrier and turned it into the greatest airline in the United States: "Anybody can cut costs. That doesn't lead to success. The key to success is providing increased value."

Of course I could fly on CO FC EWR-LAX for $1,00 rt. But I used to be able to fly in FC with an upgrade for $350 rt.

The issue for me isn't the FC upgrade, actually. I'm not the kind of consumer who takes this perk for granted. I accept that someone paying for the seat should get it before me if I'm only paying for a deep-discount coach seat.

The issue for me is, if I'm going to have to fly coach, I would like something more than what CO is offering on its EWR trans-con flights in coach.

When I look at the quality of the coach-cabin product on CO, especially trans-con out of EWR I'm frankly a little shocked.

There are only two 757's flying transcon out of EWR, both to LAX. All other flights to all West Coast destinations are on packed-to-the-rafters 737's, a plane that was designed in the 60's for short-haul flights made by Lufthansa.

And while the plane has gone through numerous updates, the basic fuselage is unchanged, with its narrow aisle and cramped quarters.

Continental's coach cabin has the industry-minimum 31" seat pitch and rock-hard seats. Every 737 model save the -800 w/ midcabin lavatory and the -900 has only two lavatories in the back of the plane for as many as 141 pax (+ 3 f/a's).

The fact that I still get a lukewarm sandwich and a plastic pillow does not comfort me in the least.

So in the vein of achieving fiscal stability I think CO needs to make an effort to increase the quality of its coach-cabin product, especially since the promise of FC upgrades is now out of reach of the vast majority of Elite flyers.

Either something like UA's economy plus for elite OP's, or simply a little bit more leg room throughout the cabin (32" seat pitch like every other legacy carrier in the U.S. wouldn't be bad).

In my opinion the strategy being used by the current management is a short-term bandage that will lead to a slight blip in the bottom line in the short term.

As the most loyal customers are alienated, though, the strategy will prove to be very short-sighted and lead to mass defections of the airline's most loyal customers, customers who do not necessarily pay the most per flight but whose long-term loyalty is critical to the airline's long-term revenue stream because they end up spending a lot of money throughout the year.

Anybody can cut costs and make uncomfortable coach cabins. That hardly requires inventive management. But as soon as a competitor comes along who provides a better product for less money, Continental's OP Elites who feel their loyalty is no longer valued will jump ship.

Anf what then? The ultimate expression of this strategy is to turn CO into another commodity product.

Is that what Gordon Bethune would have done?

These are the kind of opinions that kill me. "Continental has one of the best domestic FC products and that's why people are now paying for it". What in the Heck are you talking about? It's absolutely no different than FC in US, UA, NW or any other legacy carrier. That's just a flat ignorant and obviously biased comment (talk about carrying the CO flag). What, the heineken on CO tastes better than on another carrier?

This is exactly what I was talking about. Some snobbish jerks that have the option to spend more for a ticket than they need to and then poke out the eyes of the gross majority that don't. OK, your wealthy and/or an executive who likes to needless spend company (and stock holder) money without needing to. That seems to be going around in corporate America lately. Congrats. You're a big boy. You get a golf clap from everyone. Feel better now?

$800 is plenty for a trip to LAX. The point was that there was a guaranteed superior product (JetBlue) for less money and since he wasn't getting upgraded anymore then the there was no value to fly CO anymore. Not sure how you missed this point.

So, your contention is that CO is better off blowing-off this consistent $800 revenue stream because....why was that again? Oh, yea, because CO is an exclusive airline and just 'not for everyone'.

What a ridiculous viewpoint.

It's what you can get for your loyalty. All the legacy carriers offer the same damn basic coach product and, for that matter, the same basic FC product.

It's how you get rewarded for your loyalty. Upgrades being the most obvious and desired of the perks.

If you can't get them while throwing every available dollar at it then what is the point? Find someone else who will recognize it.

Thank god somebody 'gets it' without bragging about their wallets and weeding out the scummy and non-deserving plats.

The CO management team is trying to do the best with what they currently have - that is a limited fleet of wide bodies and focusing on international expansion with their 757 fleet.

That said - the issue is then the pricing of their product. CO has pretty much given up on the true premium market - ie International F, premium transcon, etc. UA and AA pretty much have this limited market, particularly for transcons. CO has given up on $2K+ RT transcons and now focuses on offering discounted F - in prices from $500-$1300 RT - using revenue management to maximize potential revenue - at the expense of having available upgrades.

I suppose CO has the numbers - but the long term implications likely have not been determined - loyalty, etc.. If you travel on CO in F you pretty much have no flexibility on change - as the seats are priced to sell out. Thus buying an F seat - you get it at a discount price - but lose the flexiblilty that flying in F used to provide - easy change of flights. When F is priced very high - then few buy - but what they buy is pretty much a guaranteed seat when they want and great flexibility to change at the last minute. Then all those unsold seats go to FF upgrades. CO is just not in that market anymore - AA and UA still are.

It is a well know fact that domestic first on Continental is superior to most other legacy carries. have you flown NWA or US Airways lately and compared the product to Continental's? You can't compare the products - Continental's is vastly superior - even frequent flyer of other airlines have said this - EWR-PHX you get hot towel service 2 choices for dinner, warm nuts and on dinner the ice cream sundae - on US/HP you get the choice of a salad or a sandwich and definately no hot towel or ice cream.

Your comments are just dripping with nasty attitude - no comment.

If one feels one product is superior to another then it is thier choice - the poster elected to pay 800 on co, when they could have pais much less somewhere else - don't hold it against Continental.

Again, thats just full of nastyness - no comment.

Continental offers a minor superior coach product to other legacy carriers - meals at meal times, blankets, pillows, and IFE. You wont find that on NWA, AA, or HP/US.

Continental's FC product is much different as I said before with my EWR-PHX example, but also - on LGA-IAH on a breakfast flight I get a choice of breakfast - on NWA you get no choice on PHL-MSP. plus the seats are much different in quality and there is no IFE on NWA.

Everything is in the eye of the beholder, but there is no need to post comments dripping with nastyness and such distain for your fellow FTers...

-Vincent

That makes some short terms sense.

On the other hand, CO had better be prepared to lose a tremendous amount of mid-revenue plats and golds next year. The 125% bonus for milage is great but not when considering the fact that the unavailability to use them, even as plat, that perk loses alot of it's luster. The only saving grace was the frequency of the upgrades.

I can't speak for everyone (obviously) but I'm willing to bet that I'm in the vast majority that doesn't have the liberty to simply throw extra money at a ticket for upgrade chances. I pay what they ask me to pay to get where I need to go when I know where I need to go and when I need to go there. It's that simple. That being under the assumption that that loyalty provides some perks.

Take away the upgrade perk and the fact that you can't use your miles freely and there is little to zero reason to remain with CO. In fact, your only robbing yourself from building status on a more perk freindly airline with every additional trip on CO. I would forsee the frustration factor reaching extremes as the year progresses with plats and even golds and a mass exodus in 2007.

Just my uneducated peasant thoughts though.

Evidently CO execs are really in touch with the garden variety elites.

CO currently has 54 757's (some are configured to int'l), 26 767's and 18 777's (clearly all earmarked for int'l)

So as many as 80 widebodies would be available for domestic. This compares to AA's 143 757's and 74 767's. About a third of each plane, but then again AA is the world's largest airline.

And one wonders why CO can fly so many domestic widebodies in and out of IAH and not a single one in and out of EWR (except to IAH, of course).

After all, EWR is CO's principal international gateway and one would imagine that feeder flights would benefit from greater capacity.

Sometimes the truth isn't pretty.

You're confusing those who CAN spend more for a ticket and those who CAN'T. Again, out of touch with the rank-and-file elites.

The only difference I saw with US and CO is that US actually valued my business. Their program, in my opinion, was superior for top level (Chairmans).

Hot towels and warm nuts don't mean anything when you are sitting in coach eveytime because you didn't get the upgrade.

I think most people don't really care about the warmth of the nuts or a hot towel or if the cuisine a bit more refined. They just want to get away from the screaming babies, relax in a bigger seat with a cold beer and get to where I have to go.

Not nasty. Just honest.

2 days to go and of course my upgrade has still not materialized...

I like to fly CO. EWR is convenient from me. CO flies a young fleet and I've always felt service onboard is good. In the last couple of years I've taken advantage of their BF promotions to European destinations. The BF concept is very very good. However, I loathe to say that I'm not happy flying CO coast to coast domestically or to Europe - when seated in the back.

I much prefer UA (domestic) where I'm always guaranteed E+ and can easily use upgrade tools provided to frequent flyers, or SK (internationally) where op-ups are common (maybe I've been lucky) or I can fairly often use miles to confirm an upgrade at day of travel.

This is what CO writes on their website, with regards to complimentary upgrades:

Upgrades are processed nightly and confirmed in priority order using the following schedule:

- All Elite members on unrestricted Y fare class -- Beginning 5 calendar days before departure if an upgrade was not confirmed any time after ticketing

- Platinum Elite members on non-Y fare classes -- Beginning 5 calendar days before departure

- Gold Elite members on non-Y fare classes -- Beginning 3 calendar days before departure

- Silver Elite members on non-Y fare classes -- Beginning 1 calendar day before departure

When my upgrade didn't clear on the 5-day mark I called CO and they told me there were six FC seats available. My position is that when posting the above t&c they should honor them. I'm a Plat, there are plenty of seats left and still they didn't upgrade me. In my opinion that's a violation of their published policy.

I surely understand they want to keep these seats and sell them, however, why do they list complimentary upgrades as a FF benefit? That is false advertising and I agree with posters that say they will lose FFs on a long term basis.

Another issue is when I booked my ticket six weeks ago, the FC cabin was wide open. I inquired if I could use my miles to confirm an upgrade. The answer was no, there were no availability. So I'm stuck with hundreds of thousands of miles on CO, with almost no option for using them.