First Class Full - Leaves w/6 empty
 

Forgive me if this might sound a little pissy - but I just got in from an 18 hour CDG-AMS-DTW-ORD flight so there is a good chance that it will sound pissy. Everything was going well until I stepped off the tram to go to A3 at DTW. Some vacationing family was lost and going real slow so I did the proper thing and walked around their kids and jumped down teh escalator - only to be yelled at by the dad and flipped off by the mom. I kept going and went to the gate for my flight (remember, this is the friday evening after turkey day) to see if I can get my wife an upgrade to sit next to me (finally gold - I want the perks). As I ask the agent, the father of the kids comes running down threatening me for "cutting off his kids" and talking trash. All along a few other passengers that witness this was kinda chuckling in the background. Anyway, after the irate man finally leaves, I finish with the gate agent where she quickly say (without checking the computer), "First class is totally checked in full". Im a little hesitant but I have learned not to argue so I politely ask for the downgrade to sit next to my wife. After we board I see my original seat go out empty, the seat next to it empty, and 4 others. These were the exact same seats that were empty when I checked the seat map 24 hours ago so at this point I am highly doubting that 5 people happened to miss this flight and all were sitting in the empty seats from yesterday. We boarded quickly and sat there for 20 minutes while the empty flight waited to leave. I figured I would give the agent the benefit of the doubt and see if she brought back my FC seat and my wifes...nothing ever came...

So did I get screwed here? And if so, who is the best person to take this to first? I would think with all the money I give them (heck, this was a B fare to CDG and back...and I only paid extra to get the miles - not WBC). that the least they can do is treat me how they promise to.

Thanks for any feedback...

Gary

PS: I have 6 extra Paris Metro tickets if anyone wants...I forgot to take them out of my pocket.

Did you get the agent's name?

If that ever happened (the next time), I'd give the res line a call and see what they said about the F cabin being full, then politely ask for his/her name...

aloha

Unfortunately I did not get her name...but her id will be on my reservation since she did do my downgrade!

Ah! The old "First has checked in full" routine.

Valid complaint. I would write a nice letter to the CEO, after you've gotten over the pi$$y fit though.

This happens to me occasionally on CO when I've made lots of last minute changes. However, usually by the time I get to the gate, they run the names and call me to give me a new bp.

[QUOTE=PhlyingRPh]Ah! The old "First has checked in full" routine.

Is this common? I got to the gate for DTW-MSN last month and the agent id like a brick wall, saying that First class had checked in full. So I started to walk away but overheard her saying to another agent that maybe she should run a check. Five minutes later my name gets called along with a couple others for the upgrade.

Unfortunately lazy agents do exist.

That's why i always ask 2 questions... 2 make them think. A) is first class full B) what are MY odds of clearing the waiting list?

If they get pissy about already having answered the first question... I just smile and say... what if someone fails to show? -- they might have checked in yesterday and had a change of plans...

She wouldnt even bother putting my wife on the list...

The least you should do is write NW. Start with Talk To Us. The least they should do is apologize, give you a few extra WorldPerk Miles, and rectify this behaviour by contacting the agent.

The GA may have been acting peevish because she felt sorry for the poor family that you offended :rolleyes:

One thing I like about CO is their general policy to at least try and get F full if elites are on board and still sitting in coach, e.g., by pulling you from your coach seat at the last minute and moving you into F when there are last minute no-shows.

NWA did this on 11/18 on MCO-DTW flight when there were four empty FC seats. They brought up four people from the back and brought on board two standbys increase the payload. So NW does it too, but this is first I have seen it. There has been plenty of other flights where there were empty seats and I would hate to believe there were no other elites eligible to move up to FC. Is this not happening more often because of the lazy GA?

HJ

gldwebs:

I would take the time and write an e-mail to the talk to us link. Whenever I have had either compliments/complaints and have written to them via that link, I have been relatively pleased with the response. You need to make NW aware of the poor service. You have given them a lot of your hard earned dollars and have gotten the status for the perks. You should be granted those perks when available and make sure they are aware that you were not. This is pretty disappointing to hear as I just made Gold this year for possible upgrades for Mrs. Wildcatjer when we travel together. Good Luck!! I'll be interested in hearing what NW has to say.

Jeremy

Make sure that if you do decide to write, take the time to include as many details as possible and, if relevant, spell out the compensation you're desiring. Without doing either, you'll simply get an e-mail back saying they're sorry.

aloha

maybe it's just me....
 

why do the downgrade? after 18 hours of flying, do you and your wife have so much to talk about? If it's a "we can't both be in first" issue, keep your FC seat and then swap with her. You get to ride FC all the time, she not so much. After 18 hours of flying, at least one of you could ride in the civilized part of the plane.

sorry to hear it went this way. I hate being lied to by gate agents, front desk staff, etc... about the lack of an available upgrade when one really is available. Better to say "I can't disclose that" than to say "none available"

Update
 

I just received a response from the Customer Care dept regarding this issue:

Dear Mr. Dollinger,

Thank you for contacting Northwest Airlines regarding your travel with your wife on November 26. We sincerely apologize for the problems you encountered when requesting an upgrade for your wife for Flight 1249.

We want to give Gold Elite passengers, like you, the time and attention they deserve. We appreciate your patience while one of our senior executives reviews your concerns. You will be receiving a response via the U.S. mail.

Sincerely,

Customer Care
Northwest/KLM Airlines

Its nice to see that they do read the email thoroughly and that I will receive a REAL response from someone higher up. Nice job!

Gary

You should get a letter with a gift of WorldPerk miles. Look into your account to see if they are posted.