I thought GA's weren't able to collect money? How did you pay cash, credit, check?

GAs can take CCs.

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IP,

Sorry about your troubles. I guess the issues are (1)what is the ticket worth once you are late; and (2) what are your/NW expectations of what should be done once you missed your flight?

Avek00 - I suspect that you're analysis is correct. However, couldn't the gate agent have upgraded another passenger into first, opening a coach seat for IP?

The only passengers who would have been entitled to an upgrade would have been elite passengers or those with certificates/miles. If all these passengers were accomodated and there were free seats in first class, no other passengers should be upgraded (at least not to accomodate standbys).

[This message has been edited by keithguy (edited 05-04-2003).]

Very interesting. I thought the gate agents had more flexibility in upgrading people when everyone with elite status or certs had been upgraded. I guess it doesn't to beg for an upgrade at the gate!

I stand corrected (but it's good to know). Thanks.

By the way, what happens if you miss a flight because you're held up in security?

I am silver, and was flying CO with my supervisor. I asked the GA to switch our seats so he was first, and I was in coach. (not brown nosing... I just felt like being nice). After sitting down in the back, the GA came on the plane and gave me a new boarding pass in first. She said it was a one-time deal because I was nice.

So it is possible for GA to upgrade people, at least on CO

I don't blame you. Even if the "rules" are as such, you don't tick off your best customers for no reason -- other than to end up in line at the unemployment office.

Any company that puts "freebie" employee perks in front of paying customer priveledge is WAY out of whack, as far as I am concerned.

"But the employees EARN these upgrades", it's a perk, etc....blah blah blah. NO THEY DON'T. They earn their paychecks.

Not only does it truly show their contempt for the paying customers, it spoils the employees....is it any wonder why NWA has SO MANY employees with contemptable attitudes?

It seems to me that the customer would have enjoyed the privileges of elite status by presenting on time for the flight for which the ticket was purchased. Doesn't the customer have an obligation to do that? Isn't it clearly understood that things are very likely to be forfeited with many fare classes if the customer doesn't do that? Should any of the consequences of the customer's failure to show up on time be borne by other passengers on other flights, rev or non-rev? (By the way, I am NOT an airline employee.)

Well...things happen. Once in a while there's an accident on the highway, or your car breaks down. I know I've missed a couple of flights because of things that were clearly out of my control.

The thing is that elites travel more frequently or they wouldn't be elites. As a result, there's a higher likelihood that something unexpected will happen simply by the odds of more frequent travel. Isn't it reasonable for an airline to understand that their best customers, the ones who fly the most frequently, will occasionally have something happen to upset their travel plans?

By the way, I've always thought that s smart airline would give their best customers (the most frequent travelers) a couple of "get out of jail free" cards each year to make last minute itinerary changes without penalty.

I am fairly certain that the gate agents have the ability to upgrade people without certs or status, but the agent choose not to in this case (whether because they didn't feel like it or didn't feel like having to explain it).

Ultimately though, upgrades are only for confirmed reservation. avek00's explanation sounds right - no extortion - just following the rules and putting them to correct use.

And yes, elites do travel quite a bit to have things upset their travel plans. But that's what the change fee is there for.

Actually, I'm sure that NWA would prefer its elites to purchase fully changable, fully refundable tickets.

Spoiled employees? I think you'd have alot of arguements there...one of the problems NW has continually faced is the lack of respect of it's employees by management and the ever changing direction of employee relations. But those are other issues entirely.

As for IP's situation...the gate agent was WRONG...PERIOD...if things went as you state they did. Revenue passengers come first, without question...if there are open F seats and Y is full...you are to upgrade a confirmed Y passenger to open a seat for the standby revenue passenger...to some this is common sense...to others, it is an excuse to bypass the paying customer and board a friend, family member or co-worker. Although the flight benefits are a perk...they are a PRIVLEDGE and only exist when a seat is unsold...kinda like working at a bakery when the doors lock for the night...the leftovers are either thrown out or given to the employees.

Are employees sometimes boarded in first class while an Elite sits in coach? Absolutely...but this is normally not because policy was violated...either the Elite did not qualify for first class (Silver on award ticket), is traveling with someone else and didn't want to split up OR the (most common scenario) customer boarded before checking with the gate agent on a standby upgrade...many times, it is not possible to go on board and fish someone off a plane to move them to first class...bottom line...patience pays off...if you board and then see an open seat in first class...it's usually too late...the seat is probably already been given to someone else who may or may not be an employee or "non-rev" passenger.

Sorry this happened...I hope you noted the agent's name and the flight in your note to Customer Relations...I am looking forward to the response they give you.




[This message has been edited by Vegas Agent (edited 05-05-2003).]