Elite benefit: Guaranteed Reservations on Sold-Out Flights
 

Well I have a last minute need to go to asia (but well within the 7 day window). Willing to spend $9k for J seats, I call am told sorry, there is no space... I ask about the NWA guarantee for Platinum (and note there are exceptions listed... like the olympics) and am told well sorry, there is nothing we can do.

I not really complaining as I know the flights are sold out... and I will get to Asia using an alternative carrier, BUT WHY OFFER A 'BENEFIT' WHICH YOU CANNOT (OR WILL NOT) HONOR?

http://www.nwa.com/worldperks/elite/...vSoldOutFlight

NW only appears to offer this benefit for economy class seats, not business. And, they only appear to offer it on international long-haul flights of 6 hours or greater length.

Depending on where you need to go in Asia, they might be able to get you on MSP-NRT, but if NRT-XXX is less than 6 hours, they might be within their rights not to sell you the whole trip.

So, if you're willing to fly Y, it looks like you might a case and you should call back and ask to speak to a supervisor if necessary. But it doesn't look like the benefit extends to J. :(

That is a link to the Skyteam benefit. The Worldperks benefit is as follows:


Guaranteed Confirmed Reservations
For our WorldPerks Platinum Elite and Gold Elite members, you’re guaranteed a confirmed reservation on most Northwest-operated flights, anywhere in the world! Simply purchase a qualifying Coach Class ticket at least 48 hours before flight departure. World Business ClassSM tickets require a 7-day advance purchase.

PLATINUM ELITE MEMBERS
Valid with purchased full Y fare or -26/-27 type Coach or full J fare World Business Class ticket*

GOLD ELITE MEMBERS
Valid with purchased full Y fare or -26/-27 type Coach ticket* (Note: -26/-27 type fares that require an advance purchase are not applicable.)

* Northwest reserves the right to limit this offer in certain circumstances where it is infeasible, such as smaller aircraft service within Asia and/or during major world events, such as but not limited to: the Olympics, major auto shows, Super Bowl, etc.

The segments I could not get were between MSP and NRT

Gah, you're right. I knew something felt different about that benefit I posted...

Then I guess you're due for another call, this time with a supervisor on the line. If that doesn't work, then I suggest contacting one of our helpful moderators as they might be able to escalate this matter faster than TTU (my normal suggested course of action) since you need to be in the air in 7 days.

Guess I'm not really sure what the problem is?? The OP states in his post that he's well within the 7 days of needing to fly and the post abuot NW's Plat Elite feature of overselling a flight for you clearly states that in order to get a WBC seat in "J" class, you must book *before* the 7 day window shows up.

NW gave you correct information -- they won't overbook J for you because you are within the 7 day mark.

Sorry they weren't able to accommodate you though and that you will take your business elsewhere. However, NW tries very, very hard not to overbook it's WBC cabin, whereas they are OK with overbooking coach.

-RM

When I said I was well within the window, I meant that I qualified (not that I did not qualify)... I would not have left for 10 days when I called. I am also not 'juding' them on overbooking WBC... my question is, they proclaim a benefit that they really do not intend (per the 2 NWA people I spoke with) to offer... why?

I'm not sure anyone can really answer that for you. If you called in and supported your argument as best you could (refer to the elite benefits guide) and spoke with a supervisor, then I'm not sure what more you could do. Perhaps you can write a letter using TTU? PM thezipper to see what he has to say?

I'm not sure at this point that this is a "benefit that they do not intend to offer" as you've only spoken with two people (that we're aware of). It's very likely the two people were uninformed of this benefit even though they should have been aware of it. Following up on this matter with NW would be a good idea because they can then fix the problem so it doesn't happen again, whereas on FT we can do little but speculate. :)

I've used this benefit many times, but only in Coach for short flights. The SDF - DTW 5pm flight is often sold out. Each time it has involved hearing no, then pushing. Typically I get "Well I guess I'll ask a supervisor but they will say no" type reply - only to hear how shocked the agent was that it was OK to oversell.

I doubt this benefit is used much so the folks on the front line are not aware

Keep trying is my advice

I know Hilton has the same type of rules, and I use it at least once a month. I would think the elite line would see it every now and then. I could see it with the nonelite line, but that would only happen when the phones roll over.

Ok, thanks for the clarification. That was not clear in your original post.

As a few others have said, I think this feature is infrequently used, especially overbooking "J" class (WBC). Typically what you will find on this board are people telling you, "If at first you don't succeed, try try again." Most phone agents at NW are exceptionally good and a pleasure to deal with - but they may not all be enlightened as to the rules or know how to invoke them. A call back will usually either yield a more senior call center agent or the ability to talk to a supervisor. Supervisors, also, may be ill-informed about this rule.

Long story short, you could have either continued to try and call or taken your UA flights (or whichever airline you ultimately chose). An email to TTU might elicit a response as well.

Finally, the MN call center closes (I think at 8p CT, but it might be 6p CT). At that point, most calls wind up at the Seattle call center. I typically find the Seattle agents even more friendly than the MN agents, but here in Seattle they are not dedicated to the elite line as far as I know.

-RM

Use a TA and have him waitlist you for a NW J seat and put a similar UA confirmed routing in the same PNR. Armed with the record locator of the PNR, call NW and ask for a supervisor to invoke the Plat booking guarantee. One look at the PNR and the call center agent will definitely yell for its supervisor.

I've used this strategy to invoke my LH Gold booking guarantee. Just made a WL booking in LH C and had a confirmed BA C in the same booking.;)

I've posted on this before, this is a total nonexistent benefit. I have tried to invoke it about a dozen times, on my own and thru a travel agent for WBC flights to/from Europe or to/from Asia. I have even tried calling ack 3 or 4 times. I think the last time I tried I was told at most they would make a reservation (wait list?) for me but there was no way I would actually get on the plane! They pretty much told me that when J is already oversold they will not honor this "guarantee" so I should make sure I had tickets on another carrier...
I'd love to hear from someone who successfully invoked this.

I have successfully used this benefit once to book a J class ticket from USA to Shanghai. The Elite line agent said that they would only do it for a very limited number of seats and that he had to check with a supervisor before he could do it but he did go ahead and book it. I was not able to assign a seat until I got to the gate so I was a little bit worried but I got a seat at the gate and made it home as planned.

NWA lurker help?
 

Perhaps one of our Mods can point this threat out to the official NWA lurker so that we can get some clarification as to what the policy is. The NWA lurker has been quite helpful in the past with resolving issues and providing insight as to what is going on.

I'm not sure how much clarification we're going to get, given:

* Northwest reserves the right to limit this offer in certain circumstances where it is infeasible, such as smaller aircraft service within Asia and/or during major world events, such as but not limited to: the Olympics, major auto shows, Super Bowl, etc.

This is a pretty expensive benefit. Assuming that it leads to an additional bump 50% of the time, and the average true cost of a bump is $200, this costs $100 a pop. Not surprising that they try to weasel out of it. My guess is they only do it when a flight is oversold by < 3 or something.