Change in complementary upgrade policy?
Sep 7, 2010 | 1:35 pm
#31
Join Date: Feb 2010
Location: CHS
Programs: DL PM
Posts: 508
Nope. In June I boarded a flight from ATL to LAX. I'm FO, but wasn't upgraded in advance or at the gate. I was in my seat in coach, when GA or FA, I really didn't pay attention to which, came to me and handed me a new seat assignment in F. Gave one to another person in my row as well. It was a very nice last minute surprise, especially being a transcon flight.
Sep 7, 2010 | 1:49 pm
#32
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Some place in this wonderful world (usually at 39,000 ft in seat 1C)
Programs: CO Gold Elite / NW Gold Elite
Posts: 13,747
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?
Upon approaching the check-in area the self service terminals were all being used - as a Gold Elite I approached the SkyPriority check-in line where the agent smiled and greeted me (no one else was in line besides me)....I too was confirmed in Y and EUA failed to pick me up...eh happens, went to the WorldClub asked the agent where I was on the list he said it didn't look good for me or my companion...ok short flight...about 60 seconds later he called me up to apologize that the cabin was empty with the exception of 4 confirmed pax and that it did indeed look good for my companion and I....we cleared at the gate...the GA smiled as we boarded...all in all a good DL experience in my book ^ to MSY DL
Sep 7, 2010 | 3:14 pm
#33
Join Date: Dec 2008
Location: Beverly Hills, CA
Programs: DL DM & 2MM, UA-PE, AA
Posts: 1,077
Sep 7, 2010 | 9:08 pm
#35
Join Date: May 2007
Location: SEA
Programs: Delta Platinum Medallion, Marriott Platinum
Posts: 624
Thanks!
Sep 7, 2010 | 9:57 pm
#36
Join Date: Oct 2008
Programs: HH Diamond
Posts: 612
From the reasoning I was told this would make sense for either not to do this, but to answer your questoin this is for gate agents. "Once a customer is settled with belongings in an overhead bin they are not to be moved." I could not believe what I was hearing! This may not be the true policy and may be more of a local thing that has evolved at my station. Again, I follow the PMNW policy of going on board when time permits and upgrading before the door is closed.
Sep 7, 2010 | 10:12 pm
#37
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
.
Sep 7, 2010 | 10:13 pm
#38
Original Member
Join Date: May 1998
Location: Atlanta, GA
Programs: DL 3 MM/DM, Marriott Titanium Elite, Hyatt Globalist, National Exec Elite
Posts: 4,055
From the reasoning I was told this would make sense for either not to do this, but to answer your questoin this is for gate agents. "Once a customer is settled with belongings in an overhead bin they are not to be moved." I could not believe what I was hearing! This may not be the true policy and may be more of a local thing that has evolved at my station. Again, I follow the PMNW policy of going on board when time permits and upgrading before the door is closed.
This is why, when one is on the upgrade list, the question to ask the gate agent is not "Has first class checked in full?" but instead is "Has first class boarded full?" If the answer to the latter is no, then you should remain in the gate area in order to preserve eligibility for the upgrade in the event of checked-in no-shows.
Sep 7, 2010 | 10:45 pm
#39
Join Date: Dec 2008
Location: Beverly Hills, CA
Programs: DL DM & 2MM, UA-PE, AA
Posts: 1,077
- It is the for the GA to process upgrades.
- FA are not allowed to upgrade Medallions, even if the GA did not do his/her job, and there are plenty of empty seats up front.
- It is OK for the GA to come on board and make last minute upgrades. BTW, I have seen it more than once.
- Boarding does not remove you from the upgrade list in the computer. However, it is easier for the GA to upgrade someone who is not yet on board, vs. someone who is already inside. Hence, the logic of waiting up to the last minute to board.
Sep 8, 2010 | 2:09 pm
#41
Join Date: Feb 2004
Location: NYC
Programs: Amtrak Select Plus, Marriott Platinum, Marriott Lifetime Gold, Hilton Diamond
Posts: 3,133
Wirelessly posted (BlackBerry8320/4.5.0.81 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/100)
Onboard upgrades are very rare on DL. Excellent GA at MEM on Monday called me up to the podium to ensure I didn't board and lose my spot, since I was definitely going to clear.
Onboard upgrades are very rare on DL. Excellent GA at MEM on Monday called me up to the podium to ensure I didn't board and lose my spot, since I was definitely going to clear.
Sep 8, 2010 | 2:37 pm
#42
Join Date: Apr 2005
Location: Chicago
Programs: AA ExecPlat, UA Silver, Marriott Titanium, Hyatt Globalist
Posts: 1,446
Wirelessly posted (BlackBerry8320/4.5.0.81 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/100)
Onboard upgrades are very rare on DL. Excellent GA at MEM on Monday called me up to the podium to ensure I didn't board and lose my spot, since I was definitely going to clear.
Onboard upgrades are very rare on DL. Excellent GA at MEM on Monday called me up to the podium to ensure I didn't board and lose my spot, since I was definitely going to clear.