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GA gave away upgrade at gate to PAX lower than me on upgrade list

GA gave away upgrade at gate to PAX lower than me on upgrade list

Old Oct 16, 18, 1:02 am
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GA gave away upgrade at gate to PAX lower than me on upgrade list

1K here, playing the CPU game on DEN-SLC tonight. I was #1 on the upgrade list with one spot left. Flight was delayed (as usualóat least this time not because of crew scheduling), so I sat at the gate with music on my headphones, checking the upgrade list every ten min or so to see if I cleared.

Right before they started boarding, I looked at the standby list and they gave the upgrade to the #2 person on the list and skipped me. I asked the gate agent about it ó and she said she called my name for an upgrade verbally without clearing me in the system, and since I didnít come to the desk she gave it to the #2 person on the list.

From a process perspective, is this the new normal? I really donít want to have to crouch by the gate in the blind hopes that the gate agent doesnít give my upgrade away to a non-Rev. Iím obviously fine being outranked by a GS or someone on a GPU or RPU, but to lose an upgrade because I wasnít apparently listening for my name to be called just seems weird. Anyone else face this?
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Old Oct 16, 18, 1:04 am
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Originally Posted by jeffery352 View Post
Right before they started boarding, I looked at the standby list and they gave the upgrade to the #2 person on the list and skipped me. I asked the gate agent about it ó and she said she called my name for an upgrade verbally without clearing me in the system, and since I didnít come to the desk she gave it to the #2 person on the list.
That is not per rules and sounds suspicious. She should have cleared you. You might consider complaining to 1kvoice. Not so much for comp but because what the GA did was wrong (and will show as such in UA's systems).
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Old Oct 16, 18, 1:05 am
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Originally Posted by jeffery352 View Post
From a process perspective, is this the new normal?
No; sounds like a bad agent. I'd write in.
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Old Oct 16, 18, 1:11 am
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Sounds like she wanted to hand a F boarding pass out ASAP so she wouldnít have to deal with it later. Not the way to do it, but you can count on UAís inconsistency. As such, I personally am listening to GA announcements in precisely situations like that. At least it wasnít a long flight...
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Old Oct 16, 18, 1:20 am
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It a bit old school, but some agents will use the PA to page folks for upgrades before clearing the passenger. You are required to be in the gate area by T-15 and the agent knows if you have boarded. So not boarded and not responding to a page, the gate agent might assume you are a no show and to move on to the next passenger on the list
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Last edited by WineCountryUA; Oct 16, 18 at 1:24 am Reason: typo
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Old Oct 16, 18, 1:22 am
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Originally Posted by WineCountryUA View Post
You are required to be in the gate area by T-30 and the agent knows if you have boarded.
Nonsense. You're required to check in by T-30. You're required to be at the gate by T-15. There's no reason whatsoever that a gate agent should be processing upgrades out of order. If somebody no-shows at T-15, upgrade the next person.
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Old Oct 16, 18, 1:24 am
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Originally Posted by jsloan View Post
Nonsense. You're required to check in by T-30. You're required to be at the gate by T-15. There's no reason whatsoever that a gate agent should be processing upgrades out of order. If somebody no-shows at T-15, upgrade the next person.
But the flight was delayed. Assumption is everyone should be in gate area.

Again, not saying GA did best she could - just sayiní I would have been listening. Canít say OP wasnít offered the upgrade.

Last edited by IAH-OIL-TRASH; Oct 16, 18 at 1:34 am
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Old Oct 16, 18, 1:26 am
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Originally Posted by jsloan View Post
Nonsense. You're required to check in by T-30. You're required to be at the gate by T-15. ....
Sorry that was an error (multi-tasking), correct on the T-15.

The OP did not mention at what point this occurred but with a delayed flight it was may have been after the T-15
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Old Oct 16, 18, 1:31 am
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I would write to 1K voice expressing the issue and demanding a downgrade compensation.
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Old Oct 16, 18, 1:35 am
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Originally Posted by garykung View Post
I would write to 1K voice expressing the issue and demanding a downgrade compensation.
Seems hard to argue for downgrade compensation when he wasnít upgraded. He never had a F seat. Should get token compensation though.
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Old Oct 16, 18, 1:38 am
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Originally Posted by IAH-OIL-TRASH View Post
But the flight was delayed. Assumption is everyone should be in gate area.
Whose assumption? I just need to be at the gate 15 minutes before scheduled departure. Good chance I'm leaving the UC at the last possible minute (and refreshing the app, just like OP, because GA should be upgrading per the list, not picking and choosing).

GA is supposed to process the list. If the upgraded pax misses the boarding cut-off, GA upgrade the next in line. There is absolutely no requirement you wait at the gate for your upgrade.

This sounds like a shenanigan.
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Old Oct 16, 18, 1:45 am
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Originally Posted by Kacee View Post
Whose assumption? I just need to be at the gate 15 minutes before scheduled departure.

GA is supposed to process the list. If the upgraded pax misses the boarding cut-off, GA upgrade the next in line. There is absolutely no requirement you wait at the gate for your upgrade.

This sounds like a shenanigan.
Letís say flight is originally scheduled for 7pm. T-15 is 6:45p. Flight gets delayed a bit. UA often will tell passengers to stay in boarding area as estimated departure time may change. I think the concept of T-15 is a bit vague at that point. Again, not saying GA did job right, just saying concept of T-15 is a bit foggy.
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Old Oct 16, 18, 1:55 am
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Originally Posted by IAH-OIL-TRASH View Post
just saying concept of T-15 is a bit foggy.
It might be in theory under some circumstances, but in this case, the flight had not even started boarding yet. And OP was in the gate area. So while we can discuss T-15 in the abstract all we want, the bottom line is in this situation, the GA did not follow the rules. She wasn't even close. I'm willing to bet she didn't call OP's name, either.
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Old Oct 16, 18, 1:59 am
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Originally Posted by Kacee View Post
....I'm willing to bet she didn't call OP's name, either.
As I have seen the GA's use the paging approach, that is a high speculative statement. While we can agree the GA may have done this in a non-standard method, that is no reason to believe it was done for underhanded reasons.
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Old Oct 16, 18, 2:00 am
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Originally Posted by IAH-OIL-TRASH View Post
Seems hard to argue for downgrade compensation when he wasnít upgraded. He never had a F seat. Should get token compensation though.
Not difficult. If the GA was doing as he/she should, OP should have been upgraded to F, without complaining here.

Originally Posted by IAH-OIL-TRASH View Post
Letís say flight is originally scheduled for 7pm. T-15 is 6:45p. Flight gets delayed a bit. UA often will tell passengers to stay in boarding area as estimated departure time may change. I think the concept of T-15 is a bit vague at that point. Again, not saying GA did job right, just saying concept of T-15 is a bit foggy.
In many times, CPU are processed when the passengers are nowhere near the gate, at least my experience did not suggest otherwise. The presence of the passenger at the gate, IMHO, is not relevant to CPU. FWIW - a passenger can still be in the UC when the upgrade is processed.

It is not an instance that the GA eventually offloaded OP. I believe the T-30/15 or whatever is irrelevant for this case.
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