Complaints....
Jul 26, 2007 | 1:15 pm
#16
Join Date: Feb 2007
Location: IAH
Posts: 23
In general, I find that either a call to customer service or an e-mail to customer service works great. Very briefly with no emotional baggage just state the facts, tell them you are upset and what you want for them to do to make it right. Ask for something reasonable. A future upgrade, miles, $ whaterver. You are likely to get miles or an upgrade but doubt $.
Remeber upgrade is not an entitlement. You bought a coach ticket, were re-routed and accepted the re-routing so...... be very nice and they will be too. I honestly think CO has one of the best customer services around and what happened to you is not the usual.
Remeber upgrade is not an entitlement. You bought a coach ticket, were re-routed and accepted the re-routing so...... be very nice and they will be too. I honestly think CO has one of the best customer services around and what happened to you is not the usual.
The advice from keisari is the best course of action, write to customer care (CUC) via the email link on the co.com site and it will be reviewed. CUC can look at the flight history and see what happened. Indeed if a mistake was made be it becasue of running out of time or human error then it is realistic to expect some compensation either in miles or a positive space upgrade certificate for a future flight.
But also keep in mind that courtesy upgrades are just that - CO will not take a flight delay for such an issue - the FA who made a previous comment was right on target - tell the FA you are on the upgrade list and have them remind the GA.
Send your email complaint - and then later let us know the outcome.
Sep 14, 2007 | 5:29 pm
#17
Original Poster
Join Date: Jul 2007
Location: DCA
Programs: UA 1MM Gold, Hhonors Gold, Bonvoy Gold, IHG Platinum
Posts: 553
Compimentary one way confirmed upgrade!
Sep 16, 2007 | 1:17 pm
#18
Join Date: Sep 2007
Location: retired from SFO Terminal 3
Posts: 7,437
Sometimes we just screw up. There are so many things that we, as gate agents have to do to get the flight out on time. That doesn't excuse failing to upgrade a customer when a seat is open but it happens. If you believe that you should have been upgraded and a seat in F/Class goes empty on your flight please contact the Customer Service line. That's what they are there for. Flight attendants are not allowed to upgrade unless directed by the gate agent. Just imagine being a hub gate agent, during a major weather issue, having customers rebooked onto your flight. A gate agent can lose control of the upgrades because things are happening too fast and your primary concern is getting the boarding completed and leaving the gate on time.
Sep 16, 2007 | 2:57 pm
#19
Join Date: Sep 2003
Location: LAX, PSP
Programs: SPG & CO Plat.
Posts: 3,146
It sounds like your companion was probably on a Y fare (like you), checked in before you, and was thus upgraded before you (higher on the list). At least, if the GA was following protocol up to that point, that would explain why he got it and you didn't.
It also sounds like the GA was reacting to the days events (weather delays) and not focusing on her job. While this is certainly not an excuse, it would explain it.
The flight attendant was right - the GA assigns seats, not the FA's.
As for compensation in this regard, I've seen other people here on FT who have 'missed' upgrades receive a confirmed upgrade on a future flight. That's just what I've seen.
It also sounds like the GA was reacting to the days events (weather delays) and not focusing on her job. While this is certainly not an excuse, it would explain it.
The flight attendant was right - the GA assigns seats, not the FA's.
As for compensation in this regard, I've seen other people here on FT who have 'missed' upgrades receive a confirmed upgrade on a future flight. That's just what I've seen.
Best of luck.
Sep 16, 2007 | 2:59 pm
#20
Join Date: Sep 2003
Location: LAX, PSP
Programs: SPG & CO Plat.
Posts: 3,146
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