Change in complementary upgrade policy?
Sep 6, 2010 | 10:24 pm
#17
Join Date: Oct 2008
Programs: HH Diamond
Posts: 612
I was on DL2656 MSY-LGA today and ran into several frustrating and concerning issues. BTW, I'm a GM and less than 50K away from being a MM.
First, when I arrived to check in, I went to the Sky Priority line. As I stood there for 5 minutes, while the counter staff ignored me, one of the "floating agents" came to me and told me I'd have to go to the kiosk to check myself in and then stand in the baggage line to check in my bag.
Secondly, upon arriving at the gate and inquiring on the upgrade status I was told that it was full and there was no chance. When I took my assigned coach seat, the gentleman next to me (also GM) was also looking to see if he and his companion could get upgraded. We mentioned that we'd both been told by the gate agent that there was no chance.
Next thing we know, the door is closing and row 4 (A319) in FC was completely empty. To add insult to injury, the flight attendant on duty called and off duty FA who was already seated in coach and offered him one of the empty FC seats.
Does this reflect a change in complementary upgrade policy or was it just laziness and bad service by the gate agent? If there is no policy change, it is completely unacceptable to fly with 4 empty FC seats when there are Medallion members in the back; and definitely to upgrade an off duty FA.
Has anyone heard of any policy change coming?
First, when I arrived to check in, I went to the Sky Priority line. As I stood there for 5 minutes, while the counter staff ignored me, one of the "floating agents" came to me and told me I'd have to go to the kiosk to check myself in and then stand in the baggage line to check in my bag.
Secondly, upon arriving at the gate and inquiring on the upgrade status I was told that it was full and there was no chance. When I took my assigned coach seat, the gentleman next to me (also GM) was also looking to see if he and his companion could get upgraded. We mentioned that we'd both been told by the gate agent that there was no chance.
Next thing we know, the door is closing and row 4 (A319) in FC was completely empty. To add insult to injury, the flight attendant on duty called and off duty FA who was already seated in coach and offered him one of the empty FC seats.
Does this reflect a change in complementary upgrade policy or was it just laziness and bad service by the gate agent? If there is no policy change, it is completely unacceptable to fly with 4 empty FC seats when there are Medallion members in the back; and definitely to upgrade an off duty FA.
Has anyone heard of any policy change coming?
Sep 6, 2010 | 10:26 pm
#18
Join Date: Oct 2009
Location: MCO
Programs: DL DM/MM, Marriott Plat Premier, HH Diamond, Hyatt Plat, Hertz PC
Posts: 4,081
I mean.. they're taking out 4 seats and putting in 6. I'm not sure how much that's going to make them and if it's worth p**ing off their loyalty members.
Now that I'm back in NYC, maybe I'll have to think about going back to Continental... er.. .United if they adopt Continental's upgrade policy.
Now that I'm back in NYC, maybe I'll have to think about going back to Continental... er.. .United if they adopt Continental's upgrade policy.
http://www.flyertalk.com/forum/conti...velopment.html
Bon Voyage to CO, where you find your upgrade was sold out from under you!
Sep 7, 2010 | 6:41 am
#19
Suspended
Join Date: May 2010
Posts: 2,621
DL Upgrades
I was on DL2656 MSY-LGA today and ran into several frustrating and concerning issues. BTW, I'm a GM and less than 50K away from being a MM.
First, when I arrived to check in, I went to the Sky Priority line. As I stood there for 5 minutes, while the counter staff ignored me, one of the "floating agents" came to me and told me I'd have to go to the kiosk to check myself in and then stand in the baggage line to check in my bag.
Secondly, upon arriving at the gate and inquiring on the upgrade status I was told that it was full and there was no chance. When I took my assigned coach seat, the gentleman next to me (also GM) was also looking to see if he and his companion could get upgraded. We mentioned that we'd both been told by the gate agent that there was no chance.
Next thing we know, the door is closing and row 4 (A319) in FC was completely empty. To add insult to injury, the flight attendant on duty called and off duty FA who was already seated in coach and offered him one of the empty FC seats.
Does this reflect a change in complementary upgrade policy or was it just laziness and bad service by the gate agent? If there is no policy change, it is completely unacceptable to fly with 4 empty FC seats when there are Medallion members in the back; and definitely to upgrade an off duty FA.
Has anyone heard of any policy change coming?
First, when I arrived to check in, I went to the Sky Priority line. As I stood there for 5 minutes, while the counter staff ignored me, one of the "floating agents" came to me and told me I'd have to go to the kiosk to check myself in and then stand in the baggage line to check in my bag.
Secondly, upon arriving at the gate and inquiring on the upgrade status I was told that it was full and there was no chance. When I took my assigned coach seat, the gentleman next to me (also GM) was also looking to see if he and his companion could get upgraded. We mentioned that we'd both been told by the gate agent that there was no chance.
Next thing we know, the door is closing and row 4 (A319) in FC was completely empty. To add insult to injury, the flight attendant on duty called and off duty FA who was already seated in coach and offered him one of the empty FC seats.
Does this reflect a change in complementary upgrade policy or was it just laziness and bad service by the gate agent? If there is no policy change, it is completely unacceptable to fly with 4 empty FC seats when there are Medallion members in the back; and definitely to upgrade an off duty FA.
Has anyone heard of any policy change coming?
Sep 7, 2010 | 7:43 am
#20
FlyerTalk Evangelist
Join Date: Jun 2008
Programs: Lifetime Hilton Diamond, Lifetime Marriott Titanium, "Lifetime" DL DM (subject to DL CEO whims)
Posts: 12,801
Sep 7, 2010 | 8:38 am
#21
Original Member
Join Date: May 1998
Location: Atlanta, GA
Programs: DL 3 MM/DM, Marriott Titanium Elite, Hyatt Globalist, National Exec Elite
Posts: 4,050
That is just not true.
For years, there have been multiple configurations of the 757 (long before NW was even a consideration). Some of the 757s had 22 in F, some had 24, some had 26. There was a generic seat map for advance seat assignments that included all of the seats common to all three versions, but when the ship number was actually assigned to the flight (usually somewhere 4-12 hours out), the seat map would change to reflect the actual F configuration.
Many a time I was in a less desirable seat, or was split up from a traveling companion, but I would be able to grab 6A/6B (or 7A/7B) when the seat map updated once a ship number was assigned.
So, from personal experience, I know that Deltamatic can handle this function. Perhaps that function has been removed now that IT is being tinkered with, but historically it was something that was done.
For years, there have been multiple configurations of the 757 (long before NW was even a consideration). Some of the 757s had 22 in F, some had 24, some had 26. There was a generic seat map for advance seat assignments that included all of the seats common to all three versions, but when the ship number was actually assigned to the flight (usually somewhere 4-12 hours out), the seat map would change to reflect the actual F configuration.
Many a time I was in a less desirable seat, or was split up from a traveling companion, but I would be able to grab 6A/6B (or 7A/7B) when the seat map updated once a ship number was assigned.
So, from personal experience, I know that Deltamatic can handle this function. Perhaps that function has been removed now that IT is being tinkered with, but historically it was something that was done.
Sep 7, 2010 | 9:01 am
#22
Join Date: Oct 2007
Programs: Now just a lowly DL PM/1MM. This industry needs some competition. It's just not enjoyable anymore.
Posts: 3,545
Sep 7, 2010 | 9:04 am
#23
Join Date: Jan 2006
Location: DEN
Programs: UA 1KMM, DL Plt, AA, AS, HHonors Diamond, IHG Plat, Marriott Ttnm (LT PLT), Hertz PC, Enterprise Plt
Posts: 7,238
That is just not true.
For years, there have been multiple configurations of the 757 (long before NW was even a consideration). Some of the 757s had 22 in F, some had 24, some had 26. There was a generic seat map for advance seat assignments that included all of the seats common to all three versions, but when the ship number was actually assigned to the flight (usually somewhere 4-12 hours out), the seat map would change to reflect the actual F configuration.
Many a time I was in a less desirable seat, or was split up from a traveling companion, but I would be able to grab 6A/6B (or 7A/7B) when the seat map updated once a ship number was assigned.
So, from personal experience, I know that Deltamatic can handle this function. Perhaps that function has been removed now that IT is being tinkered with, but historically it was something that was done.
For years, there have been multiple configurations of the 757 (long before NW was even a consideration). Some of the 757s had 22 in F, some had 24, some had 26. There was a generic seat map for advance seat assignments that included all of the seats common to all three versions, but when the ship number was actually assigned to the flight (usually somewhere 4-12 hours out), the seat map would change to reflect the actual F configuration.
Many a time I was in a less desirable seat, or was split up from a traveling companion, but I would be able to grab 6A/6B (or 7A/7B) when the seat map updated once a ship number was assigned.
So, from personal experience, I know that Deltamatic can handle this function. Perhaps that function has been removed now that IT is being tinkered with, but historically it was something that was done.
Sep 7, 2010 | 9:08 am
#24
Join Date: Sep 2006
Location: LAX
Programs: Fallen DL DM (PM) 2MM
Posts: 4,783
That is just not true.
For years, there have been multiple configurations of the 757 (long before NW was even a consideration). Some of the 757s had 22 in F, some had 24, some had 26. There was a generic seat map for advance seat assignments that included all of the seats common to all three versions, but when the ship number was actually assigned to the flight (usually somewhere 4-12 hours out), the seat map would change to reflect the actual F configuration.
Many a time I was in a less desirable seat, or was split up from a traveling companion, but I would be able to grab 6A/6B (or 7A/7B) when the seat map updated once a ship number was assigned.
So, from personal experience, I know that Deltamatic can handle this function. Perhaps that function has been removed now that IT is being tinkered with, but historically it was something that was done.
For years, there have been multiple configurations of the 757 (long before NW was even a consideration). Some of the 757s had 22 in F, some had 24, some had 26. There was a generic seat map for advance seat assignments that included all of the seats common to all three versions, but when the ship number was actually assigned to the flight (usually somewhere 4-12 hours out), the seat map would change to reflect the actual F configuration.
Many a time I was in a less desirable seat, or was split up from a traveling companion, but I would be able to grab 6A/6B (or 7A/7B) when the seat map updated once a ship number was assigned.
So, from personal experience, I know that Deltamatic can handle this function. Perhaps that function has been removed now that IT is being tinkered with, but historically it was something that was done.
Sep 7, 2010 | 9:15 am
#25
Join Date: Jan 2006
Location: DEN
Programs: UA 1KMM, DL Plt, AA, AS, HHonors Diamond, IHG Plat, Marriott Ttnm (LT PLT), Hertz PC, Enterprise Plt
Posts: 7,238
I would guess is they can't have different seat maps for the same model -- no problem with 757-300 being different than a 757-200 but here we have the same model -- 319 -- with two different seat maps. They could have invented a 319A model to handle the unmodified planes but that raises other issues.
Sep 7, 2010 | 9:41 am
#26
Join Date: Jan 2004
Location: DCA
Programs: Hyatt
Posts: 1,135
Sorry, but this is incorrect. This used to be considered what happened, but several recent accounts here by both travelers and GAs seem to indicate that despite your name being removed from GIDS, it remains on the master upgrade list that the GA sees (and is supposed to follow for last minute upgrades before the door closes)
Sep 7, 2010 | 10:48 am
#27
Join Date: Dec 2008
Location: Beverly Hills, CA
Programs: DL DM & 2MM, UA-PE, AA
Posts: 1,077
A few weeks ago a similar situation happened to me, and I notified DL. Below is my letter to DL and their response:
My letter
I recently flew from A to B via ATL. As a Plat medallion I was upgraded and sat in the F cabin. Although the upgrade list was long, two seats were available in F in flight A to ATL on date1 and another one in flight B on date2.
I do not know why, but similar experiences are being reported by other Medallions on forums such as FlyerTalk. Personally, I find it UNACCEPTABLE that fellow Medallions are denied their upgrades! I encourage DL to go back to the system of a few years ago, when the flight attendants would go into the Y cabin and inform Medallions that a seat was available in F.
Thank you
DL's response
Dear DP-340
RE: Case Number ###
Thank you for sharing your concerns regarding the service provided while traveling with us from A to B via Atlanta. On behalf of everyone at Delta Air Lines, I sincerely apologize for the concern caused with our airport first class standby processing.
I am truly sorry for the concern caused when you observed vacant first class seats on your recent flights and you feel the upgrade process is not consistently applied and that your fellow Medallion members are being denied their upgrades. I researched one of your flights in order to determine what may have occurred. Our records indicate that on flight B from Atlanta to Los Angeles on date2, there were 21 people on the stand-by list for first class. Of those 21, only 5 showed up and were accommodated in the forward cabin. Regrettably, I am unable to provide a general statement as to why this may be occurring.
Additionally, we appreciate receiving your suggestions on how to improve our airport standby upgrade procedures. Many customers share their feedback with us, and these observations oftentimes form the basis for improvements in our service. Be assured I will be sharing your suggestions with our SkyMiles Marketing and Airport Customer Service
leadership teams for internal follow up.
DP-340, we value your support as a Platinum Medallion member. Thank you for taking the time to write about your recent upgrade experiences.
Be assured, we will make every attempt to serve you well; we are focused on the future and look forward to our continued business relationship.
Sincerely,
Cindy Bachand
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines
My letter
I recently flew from A to B via ATL. As a Plat medallion I was upgraded and sat in the F cabin. Although the upgrade list was long, two seats were available in F in flight A to ATL on date1 and another one in flight B on date2.
I do not know why, but similar experiences are being reported by other Medallions on forums such as FlyerTalk. Personally, I find it UNACCEPTABLE that fellow Medallions are denied their upgrades! I encourage DL to go back to the system of a few years ago, when the flight attendants would go into the Y cabin and inform Medallions that a seat was available in F.
Thank you
DL's response
Dear DP-340
RE: Case Number ###
Thank you for sharing your concerns regarding the service provided while traveling with us from A to B via Atlanta. On behalf of everyone at Delta Air Lines, I sincerely apologize for the concern caused with our airport first class standby processing.
I am truly sorry for the concern caused when you observed vacant first class seats on your recent flights and you feel the upgrade process is not consistently applied and that your fellow Medallion members are being denied their upgrades. I researched one of your flights in order to determine what may have occurred. Our records indicate that on flight B from Atlanta to Los Angeles on date2, there were 21 people on the stand-by list for first class. Of those 21, only 5 showed up and were accommodated in the forward cabin. Regrettably, I am unable to provide a general statement as to why this may be occurring.
Additionally, we appreciate receiving your suggestions on how to improve our airport standby upgrade procedures. Many customers share their feedback with us, and these observations oftentimes form the basis for improvements in our service. Be assured I will be sharing your suggestions with our SkyMiles Marketing and Airport Customer Service
leadership teams for internal follow up.
DP-340, we value your support as a Platinum Medallion member. Thank you for taking the time to write about your recent upgrade experiences.
Be assured, we will make every attempt to serve you well; we are focused on the future and look forward to our continued business relationship.
Sincerely,
Cindy Bachand
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines
Sep 7, 2010 | 11:47 am
#28
Join Date: Oct 2008
Programs: HH Diamond
Posts: 612
But those 752s all had different designations (752, 75E, 75X, etc), I'm guessing, whereas the 319s are all the same. If DL were to take the time to re-designate one version of the 319, they'd be able to do it, but I'm guessing in their view, it's not worth the effort, meaning DLMatic won't be able to handle it.
Robert, you are correct but that is not the case with these downgrades, same happened when adding first to the CR7 fleet.
Sep 7, 2010 | 11:55 am
#29
FlyerTalk Evangelist
Join Date: Nov 2007
Location: Denver DEN-APA
Programs: AF Platinum, EK Gold Royal Air Maroc OW Emerald Hyatt Globalist
Posts: 22,539
Sep 7, 2010 | 12:09 pm
#30
Join Date: May 2007
Location: SEA
Programs: Delta Platinum Medallion, Marriott Platinum
Posts: 624
Have had this happen to me...
I've had all kinds of shenanigans happen with upgrades....mostly good but once bad.
I too have seen empty seats in FC when I was told no upgrades on a SEA-MSP flight. I was sitting in Row 14 and even asked the GA when he came on the plane and was told by him again there were no upgrades. The FA told me they were not allowed to move anyone, so I used GOGO with it's free access to Delta.com to send a complaint email in flight. Upon my arrival in MSP I had an apology email explaining I should have been upgraded and after a few exchanges I ended up with a $100 eCert and 5000 miles. I think in this case it was a bad GA.
I've also been already sitting in my exit row when someone came in with the same seat with the FA behind him carrying my new boarding pass.
I've also been upgraded as they scan my boarding pass.
My last flight from DTW-SEA there were 4 empty seats in F, and I can't believe there weren't 4 other medallions on board.
I too have seen empty seats in FC when I was told no upgrades on a SEA-MSP flight. I was sitting in Row 14 and even asked the GA when he came on the plane and was told by him again there were no upgrades. The FA told me they were not allowed to move anyone, so I used GOGO with it's free access to Delta.com to send a complaint email in flight. Upon my arrival in MSP I had an apology email explaining I should have been upgraded and after a few exchanges I ended up with a $100 eCert and 5000 miles. I think in this case it was a bad GA.
I've also been already sitting in my exit row when someone came in with the same seat with the FA behind him carrying my new boarding pass.
I've also been upgraded as they scan my boarding pass.
My last flight from DTW-SEA there were 4 empty seats in F, and I can't believe there weren't 4 other medallions on board.