FlyerTalk Forums - Bumped from first to coach

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- - Bumped from first to coach (https://www.flyertalk.com/forum/continental-onepass-pre-merger/572886-bumped-first-coach.html)

Quote:

Originally Posted by JerseyCityS

Thats utterly ridiculous. No logical person would ever buy an "A" fare if they are platinum, and can get upgraded immediately from a Y.

It all boils down to CO common sense. Of course, to the rules, you get nothing, but common sense says that somebody might buy a Y to "get" the upgrade confirmed on the spot. That is COMMON SENSE. Yes, the "rules" say you bought coach. Logic says " you bought coach to get F, and because you're loyal, we reward you". You DO NOT throw that back in a customer's face when things don't go well for the company, and they have to change equipment. You appease the customer with apologies, and CASH. You don't say to a dedicated customer who paid a very high fare "You got what you paid for". IF at the time of ticketing, he wanted coach, he wouldn't have paid a Y. PEOPLE - GET REAL!

COMMON SENSE, PEOPLE - COMMON SENSE. Rules apply when they need to be applied, not when they're screwing their best customers. Please. Take the contract of carriage and burn it. Its an absurd document. There is absolutely nothing logical about airfares.

I aggre with BenjaminNYC! ^

So what is your solution???? If equipment changes, which is usually at the last minute, the people who PAID for first class seats, should be accomodated. If there are no SEATS left for those who purchased Y-Up tickets what do you expect continental to do but put them in coach on the same flight.

Bad situation .... good outcome

These situations are the proverbial tough call. I think that people who are downgraded are primarily due a thorough explanation. I wouldn't accept the "equip change and you lose" mentality. I would ask how it was determined that I lost -unlikely that they will show you the manifest, have the record documented that I was involuntarily downgraded, and proceed from there. I don't believe that anything is "owed" but a positive space upgrade and 2 drink chits should be a NO Brainer and a win - win.

Quote:

Originally Posted by Mister Nice

Great point Mister Nice. Thats the Key. How the news is told to the person/persons being downgraded. If the GA (or whatever front line employee is delivering the news) just does it in an uncaring automated tone and doesn't explain. Its taken as "bad customer service" especially to a novice flyer.

But we all know that some elites think the world revolves around them :p Yeah, I said it! ;) And since they know the system better there should be a universal process in place when this happens. A space upgrade and drink tickets based on the length of the flight.

Quote:

Originally Posted by pjm44

OLCI pretty close to the 24 hour mark on DFW to IAH this afternoon. Scored an upgrade to 1F for the ~45 minute flight. Moments before boarding, heard my name called from the GA. When I approached and identified myself, was told he had bad news. Due to "equipment change" they had to downgrade me back to coach. Before I even had a chance to process the "bad news," he told me that they re-seated me in 14F exit row, had two drink coupons and a $100 cert as compensation.
All in all, a pretty sweet deal, especially for such a short flight. But it didn't even give me a chance to really get upset. This is exactly the kind of pre-emptive action that keeps a customer happy.

Good job CO ^

I question the accuracy of what the GA told you. 1F exists on every 737, so I'm not sure why you would have been downgraded, unless they moved a paying F passenger into your seat.