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The Big UPGRADE Thread – all you need to know about AY upgrades

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Old May 16, 2017, 1:37 pm
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: lkrt
General
Upgrade space is capacity controlled, separately from revenue space in J cabin. The number of seats released to the different upgrade types are driven by a number of factors, but never by the "there are unsold seats in J cabin, let's fill them" policy some other airlines employ. Same applies with upgrades to Premium Economy.

Upgrades now book into fare bucket U, which is also used for business class awards. Note that availability tools such as Expertflyer etc. may or may not show correct U availability as AY tends to offer additional U availability to Plats and Lumos, and this hidden availability is not shown by non-AY affiliated availability tools. Premium Economy upgrade availability is in bucket F, with the above disclaimers applying similarly.

You can upgrade and review the available upgrade options at https://www.finnair.com/en/manage/upgrade.

The searches below very often show zero availability. Very few directly confirmable seats are released in particularly longhaul J. Instead upgrades must go on waitlist, from where a robot processes upgrades from an unknown set of parameters. A waitlisted upgrade can clear in minutes or never, and there is no way to know. Waitlisted upgrades are checked at T-59, 21, 10, 5 days, and at T-37 hours.

Final check most often actually takes place at approximately ~T-38 hours and you will be (most often) notified by email. In case you are denied an upgrade at this point and there is still revenue availability in J, you can contact CS which may be able to upgrade you on the spot or contact "another department" for confirmation. Furthermore, you may contact check-in desk at least in HEL, which may be able to process your upgrade.

You can check for the upgrades upon booking on the Finnair website. Each flight has a separate tab for "Upgrades", showing upgrade availability for PE and J if any exists, otherwise you will be waitlisted. Additionally, you may check your upgrade options for an already-booked flight here. EF gives you an idea of upgrade availability in the U bucket.


Upgrade-types
1. Upgrades with points
2. Upgrades with vouchers
3. Cash upgrades
5. Cash upgrades at airport
6. Complimentary upgrades

Upgrades with AY+ points

Requirements:
  • flight marketed and operated by AY (operated by Norra is also eligible as well as op by Iberia or Widerøe for Finnair as wetlease)
  • ticketed booking in paid economy (there must be a ticket number in your reservation)
  • all paid economy booking classes are eligible
  • award flights and points+money combos are ineligible (booking class X)
  • you cannot upgrade any codeshare flights
  • It is not required to have a Finnair-issued ticket (although this has now been required according to some experiences)
Cost:
  • Northern Europe (ARN, BGO, CPH, GOT, KEF, KRK, OSL, WAW, WRO) 10,000 points one way
  • Rest of Europe, TLV 15,000 points one way
  • long haul (including DXB, DOH) 60,000 points one way
    • Previously, shorthaul connections were upgraded at the same cost but this has been discontinued as of 15JUN23. If you wish to upgrade a shorthaul feeder flight, a separate points charge will apply.
  • there have been some occasional promotions especially for short haul upgrades (winter and summer campaigns)
Process:
  • When booking, you can check for direct upgrade availability on "Upgrades" tab or by looking on Expertflyer for U bucket
  • once you have a ticketed booking, you can process your upgrade or waitlist yourself for upgrade online here
  • you may also call AY to process your upgrade at a 1000-point surcharge (does not apply to PE->J upgrades not available online)
  • If there is no availability, you can waitlist. A waitlisted upgrade may clear within hours of your request or up to 37 hours before STD. If it doesn't clear, after T-37 you may call AY, use the chat or go to the check-in desk at the airport and enquire about an upgrade.
    • your status is one of the factors affecting your priority on the waitlist
    • If there is no SH availability you can still upgrade the LH and waitlist the shorthaul. You'll pay the same points price even if SH does not clear though.
    • NOTE: If you wish to reserve your seat in original class, select the desired seats before waitlisting. After waitlisting it is not possible to select seats via Manage My Booking, however one can do that via Chat or Call Center.
  • if you waitlist, your points will be taken from your account immediately; if the upgrade does not clear, your points will be returned to you but you will lose any points that have expired during the waiting time
  • your points need to be valid at time of processing the request but they do not need to be valid on the day of the flight
  • When confirmed, you will receive a new e-ticket showing booking class U (or F for Premium Economy) but you will receive points/miles according to your original booking class (this may require a retroclaim if earning on other programmes than AY+)
  • Once you have a new ticket, your upgrade is confirmed. However, if J is overbooked on your flight, you will be among the first pax that AY will bump back into Y. J rarely gets overbooked, though.
  • as an unpublished perk, you may choose to change your upgrade from a points one to a voucher one by calling AY; your points will be returned to you save for any points that may have expired
  • If you change your mind about the upgrade you may conctact CS and ask to cancel the upgrade and have points returned. There likely must be seats left in Y cabin (or potentially, original booking class) to allow this, and your points expiry date must not have passed.

Perks:
  • Most of the J perks like priority check-in, priority security where available, lounge access, priority boarding. However the luggage allowance is one additional piece at 23kg (on top of your existing economy allowance).
  • you will receive points/miles according to your original economy class booking class (this may require a retroclaim if earning on other programmes than AY+)

Upgrades with vouchers
Vouchers are given to Finnair+ members upon advancing to and retaining the platinum and gold tiers. You can see number of vouchers, their type and expiry in your Finnair+ account.

Requirements:
  • flight marketed and operated by AY (operated by Norra is also eligible as well as op by Iberia or Widerøe for Finnair as wetlease)
  • ticketed booking in economy (there must be a ticket number in your reservation)
  • all paid economy booking classes are eligible
  • award flights booked via AY+ are also eligible (booking class X)
  • most likely, points+money combos are eligible, too, since they book into X, but we have no verification of this
  • award flights booked via parners (eg. Avios, AAdvantage etc) are not eligible
  • you cannot upgrade any codeshare flights
  • It is not required to have a Finnair-issued ticket (although this has now been required according to some experiences)

Cost:
  • Northern Europe one "European" voucher for a one-way flight
  • Rest of Europe, TLV one "European" voucher for a one-way flight
  • longhaul (including DXB, DOH) one "Longhaul" voucher for a one-way flight
  • LH voucher does not include upgrade for connecting shorthaul (like it does with points upgrades), SH flight requires a separate voucher/points upgrade
  • you may exchange four European vouchers for one "Longhaul" voucher or vice versa by calling AY

Process:
  • When booking, you can check for direct upgrade availability on "Upgrades" tab or by looking on Expertflyer for U bucket
  • once you have a ticketed booking, you can process your upgrade or waitlist yourself for upgrade online here
  • you may also call AY to process your upgrade at a 1000-point surcharge (does not apply to PE->J upgrades not available online)
  • If there is no availability, you can waitlist. A waitlisted upgrade may clear within hours of your request or up to 37 hours before STD. If it doesn't clear, after T-37 you may call AY, use the chat or go to the check-in desk at the airport and enquire about an upgrade.
    • your status is one of the factors affecting your priority on the waitlist
    • If there is no SH availability you can still upgrade the LH and waitlist the shorthaul. You'll pay the same points price even if SH does not clear though.
    • NOTE: If you wish to reserve your seat in original class, select the desired seats before waitlisting. After waitlisting it is not possible to select seats via Manage My Booking, however one can do that via Chat or Call Center.
  • if you waitlist, your voucher will be taken from your account immediately; if the upgrade does not clear, your voucher will be returned to you but you will lose any vouchers that have expired during the waiting time
  • you will receive a new e-ticket showing booking class U but you will receive points/miles according to your original booking class (this may require a retroclaim if earning on other programmes than AY+)
  • Once you have a new ticket, your upgrade is confirmed. However, if J is overbooked on your flight, you will be among the first pax that AY will bump back into Y. J rarely gets overbooked, though.
  • If you change your mind about the upgrade you can contact CS and ask to cancel the upgrade and have voucher returned. There likely must be seats left in Y cabin (or original booking class) to allow this, and your voucher expiry date must not have passed.

Perks:
  • all usual J perks like priority check-in, one additional piece of baggage (23kg), priority security where available, lounge access, priority boarding
  • you will receive points/miles according to your original economy class booking class (this may require a retroclaim if earning on other programmes than AY+)

Cash upgrades, offered on website / app
On the app as well as on the upgrade tool you can review if an upgrade is offered at a cash price. The prices vary, and reports can be seen here. The cash prices become available at 60 days prior to departure and may fluctuate in the timeframe prior to departure.

Requirements:
  • flight marketed and operated by AY (or operated by Norra or Iberia or Widerøe for Finnair (wetlease))
  • ticketed booking in paid economy (there must be a ticket number in your reservation)
  • all paid economy booking classes are eligible
  • you cannot upgrade any codeshare flights
  • you do not need to be a AY+ member

Cost:
Process:
  • Check the app or the upgrade tool for cash prices (earliest 60 days prior to departure)
  • you will receive a new e-ticket showing booking class U but you will receive points/miles according to your original booking class (this may require a retroclaim if earning on other programmes than AY+)
  • Once you have a new ticket, your upgrade is confirmed. However, if J is overbooked on your flight, you will be among the first pax that AY will bump back into Y. J rarely gets overbooked, though.

Perks:
  • Most of the J perks like priority check-in, priority security where available, lounge access, priority boarding. However the luggage allowance is one additional piece at 23kg (on top of your existing economy allowance).
  • you will receive points/miles according to your original economy class booking class (this may require a retroclaim if earning on other programmes than AY+)

Upgrades paid in cash at the airport

(Note that according to recent reports, check-in agents are in some cases only able to process last-minute points and voucher upgrades.)

Requirements:
  • upgrades may be available for purchase at check-in
  • flight operated by AY or Norra
  • ticketed booking in economy
  • all paid economy booking classes are eligible
  • most likely AY+ & partner award flights in economy are eligible, too, though this is unconfirmed
  • the marketing carrier does not matter, so this is the only upgrade where codeshares are eligible

Cost:
  • varies, expect to pay some hundreds of euros for long haul one way

Process:
  • the upgrade will be processed and paid for at the check-in desk of the airport of departure
  • most likely the above means the airport of departure of that particular flight, so to upgrade HEL-BKK on a CPH-HEL-BKK itinerary, you would need to contact (transfer) check-in at HEL
  • you will receive points/miles according to your original booking class (this may require a retroclaim if earning on other programmes than AY+)
  • Once you have a new ticket, your upgrade is confirmed. The odds of being bumped back into Y are close to 0 as AY will not offer these upgrades if J is overbooked

Perks:
  • Only in-flight perks apply
  • Lounge access, priority security, additional checked in baggage is not extended to airport upgraders
  • you will receive points/miles according to your original economy class booking class (this may require a retroclaim if earning on other programmes than AY+)

Complimentary operational upgrades
  • usually just a new boarding pass & seat either at the gate, at check-in or even after you have boarded
  • few and far between
  • the decision whom to upgrade on a particular flight seems a bit random but is at least partially dependent on the price of your ticket, booking class and status
    • AY highest tier members (Lumos, Plats, Golds) are prioritised with the travelling party size affecting upgrade priority (i.e. if only one seat is available in J, the party will not be split)
  • you will receive points/miles according to your original economy class booking class (this may require a retroclaim if earning on other programmes than AY+)
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The Big UPGRADE Thread – all you need to know about AY upgrades

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Old Jun 26, 2019, 11:06 pm
  #871  
Original Poster
 
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,749
I booked my flights four months out. While the outbound HEL-SIN cleared a couple of days before my flight, the inbound went like this:

At T-38, I received an automated message informing me that my upgrade could not be processed. Availability showed J1.

At T-35, I called AY Singapore. The agent said she could see J1, and could not confirm the upgrade. Further, she said that the AY+ dept. in Finland would open in about one hour, after which she would contact them and inform me of the outcome by email. I never heard back from her.

At T-31, I used the chat on the Finnish AY website. At this time, availability showed J2. I got a good agent who knew exactly how the system works. She contacted AY+, came back to me and asked me to check in for my flight online, after which she would process my upgrade directly in the check-in system without reissuing my ticket. Wohoo! She even preselected my meal for me (deadline is T-24).

So yes, the new system is a hassle and it does add some insecurity. I was definitely not looking forward to 12 hours in a Y+ seat. But in the end, I still see this as a game. If you know the rules well, you win more than you lose. My ticket cost €593.
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Old Jun 26, 2019, 11:46 pm
  #872  
 
Join Date: Feb 2007
Location: try to stay home
Programs: AY, M&M, BAEC ...and don t care of status anymore
Posts: 2,042
Originally Posted by ffay005
. But in the end, I still see this as a game. If you know the rules well, you win more than you lose. My ticket cost €593.
If a perk gets a game, it isn´t a perk anymore. I always saw the vouchers as a discount on regular flights which keeps my average ticket price on a certain level, and I always had this average in mind when booking flights, so sometime I book flights on AY even if other airlines are cheaper, since my average on AY is still OK. If the average goes up there is no reason to stay with AY if I can get my flights elsewhere cheaper.

I guess it´s all a question of you usual bookings, if you are always on LH Y fights, an upgrade game don´t hurt since it only can get better, but if you are always on LH J flights there is no reason to play.
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Old Jun 26, 2019, 11:48 pm
  #873  
 
Join Date: Feb 2007
Location: try to stay home
Programs: AY, M&M, BAEC ...and don t care of status anymore
Posts: 2,042
Originally Posted by ffay005
Waitlist with points. Those don't expire anymore. If the upgrade clears, ask them to change it to voucher. It pays off to use the vouchers asap.
I tried to use my voucher on 5 LH this year already, it looks like AY want me to become a LUMO on the attempt to use my vouchers :-)
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Old Jun 27, 2019, 1:09 am
  #874  
 
Join Date: Feb 2013
Location: Here and there
Programs: AY Platinum (Lifetime Gold), HH Diamond, Hertz President's Circle
Posts: 152
Just an additional data point FYI

I booked BRU-HEL-JFK-HEL-BRU for November a coupe of weeks ago - ticket price was very reasonable 189Eur if that plays any role here According to Finnair webpage only BRU-HEL (E190) had instant upgrades available (>5) and all other legs were zero. Before purchasing the ticket I decided to give a call to Janica who was able to confirm that JFK-HEL has two instant upgrades available per my needs. OTA was surprisingly fast processing the tickets and we got two legs upgraded by points instantly.

I gave another call to Janica late last week just to check the status of other legs and also to make sure I don't want to have just our BRU-HEL (E190) leg upgraded in case of HEL-JFK upgrade will not go thru. She told there is nothing she can do right now and asked me to call again around one week prior to departure time. However, on my surprise I got updated tickets to my email yesterday! HEL-JFK and HEL-BRU were both cleared now. I have no idea what happened but this works for me - probably nothing to do with my earlier call but wanted to share my experience if this helps someone.

I hope I don't jinx my upcoming upgrades but I have 100% success rate so far with often times full family (5 persons) upgraded ^
FinOWE is offline  
Old Jun 27, 2019, 6:13 am
  #875  
 
Join Date: May 2018
Location: Finland
Programs: AY+ Gold, HH Diamond, IHG Gold
Posts: 37
Originally Posted by ffay005
So yes, the new system is a hassle and it does add some insecurity. I was definitely not looking forward to 12 hours in a Y+ seat. But in the end, I still see this as a game. If you know the rules well, you win more than you lose. My ticket cost €593.
Indeed, the game is on. The the extra points for the one who contacts CS the most Tbh I don’t know if my changes are now higher or lower with my lower ay+ Gold status, but with previous rules my upcoming points upgrade would have cleared a while ago. Now it is cancelled and I’m gonna play the game

FinExplorer is offline  
Old Jun 27, 2019, 6:25 am
  #876  
Original Poster
 
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,749
Originally Posted by FinExplorer
The the extra points for the one who contacts CS the most
This. Wouldn't it be sensible for AY to let us know the rules of the game? That would avoid a lot of unnecessary calls/chats, which saves them money, of course.
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Old Jun 27, 2019, 6:28 am
  #877  
 
Join Date: May 2018
Location: Finland
Programs: AY+ Gold, HH Diamond, IHG Gold
Posts: 37
Originally Posted by ffay005
This. Wouldn't it be sensible for AY to let us know the rules of the game? That would avoid a lot of unnecessary calls/chats, which saves them money, of course.
Yes, that for sure. When the customer (loyal one) comes first, you just don’t have this kind of problems.

FinExplorer is offline  
Old Jun 27, 2019, 6:31 am
  #878  
Moderator, Finnair
 
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,174
I dont think we are supposed to know.
When we end up with vouchers unusable, they want to be avle to say "upgrades never were guaranteed" and pretend nothing changed and we all just had a bit of bad luck this year.

So the game is to pester CS with status requests
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Old Jun 27, 2019, 7:02 am
  #879  
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Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,749
It could be this simple:

”Finnair Plus members may upgrade their flights with points. To check availability and process the upgrade, click here [link].

Finnair Plus status members may upgrade their flights with points or vouchers. To check availability and process the upgrade, click here [link].

If there is no availability, status members may waitlist their upgrade request. To waitlist, [link]. The waitlist process is fully automated. The upgrade may clear anytime up to 37 hours before your flight. If the upgrade does not clear, you will be notified per email and receive your points or (unexpired) voucher back.”

And there would be no need to mention that after T37, you can call in, that can remain a FT secret
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Old Jun 27, 2019, 7:43 am
  #880  
 
Join Date: Feb 2007
Location: try to stay home
Programs: AY, M&M, BAEC ...and don t care of status anymore
Posts: 2,042
Originally Posted by ffay005
It could be this simple:
Remember, it was simple. Call and asked, the agent find the upgrade space and you book the ticket. It was one phone call. This year I made about 15 phone calls just to find out that I can t use my vouchers.

All the information I got about the changed process, I got here, no one ever told me that the system changed, no one ever told me about T37. They pretend that it is only no space available anymore, after dbl. checking I figured that something changed for the bad.
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Old Jun 27, 2019, 8:10 am
  #881  
 
Join Date: Dec 2013
Programs: AY+ Plat, A3*G
Posts: 672
I'm on a waitlist for EU flight in about weeks time, still not cleared. Today I got an email offer from Finnair that as a valued customer for a mere 180€ they can upgrade me to business and I can enjoy the luxury it brings.

I call the CS and ask can they confirm the upgrade wait list now since it's ~week to departure and I even got a money offer, no luck. Upgrade offer for cash still available for 180€ online.
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Old Jun 27, 2019, 8:44 am
  #882  
 
Join Date: Nov 2013
Location: HEL
Programs: AY, SK, TK
Posts: 7,598
Originally Posted by Furry
I'm on a waitlist for EU flight in about weeks time, still not cleared. Today I got an email offer from Finnair that as a valued customer for a mere 180€ they can upgrade me to business and I can enjoy the luxury it brings.

I call the CS and ask can they confirm the upgrade wait list now since it's ~week to departure and I even got a money offer, no luck. Upgrade offer for cash still available for 180€ online.
This is bad.
our most valued perk is becoming useless indeed. Oh why did I push for Lumo if all my vouchers are trash.

AY will lose a big chunk of FFs if contiuing this.
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FFlash is offline  
Old Jun 27, 2019, 8:46 am
  #883  
 
Join Date: May 2015
Location: ATL/MCO
Programs: Costco Executive, RaceTrac Sultan of Soda, Chick-fil-A Red
Posts: 5,662
Originally Posted by Furry
Today I got an email offer from Finnair that as a valued customer for a mere 180€ they can upgrade me to business and I can enjoy the luxury it brings.
This is at least better than selling the upgrades to non-Elites and not offering the loyal customers anything let alone clearing your waitlist.

Seems more of the norm than the exception these days.
miamiflyer8 is offline  
Old Jun 27, 2019, 8:47 am
  #884  
Original Poster
 
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,749
Originally Posted by Furry
I'm on a waitlist for EU flight in about weeks time, still not cleared. Today I got an email offer from Finnair that as a valued customer for a mere 180€ they can upgrade me to business and I can enjoy the luxury it brings.
This is way out of line. We know that money talks, but in my opinion, all voucher/point requests should be processed before they start selling upgrades for cash. (I don't think there's much to worry in practice, though, since no-one is going to take up the €180 offer.)
ffay005 is offline  
Old Jun 27, 2019, 8:48 am
  #885  
Original Poster
 
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,749
Originally Posted by FFlash
Oh why did I push for Lumo if all my vouchers are trash.
As Lumo, how many of your upgrade requests have not cleared?
ffay005 is offline  


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