Captain Wise
 

At DEN right now (connecting on to IAH) and wish to relay something I'm sure happens on occasion, but it's the first time I've witnessed it first hand:

Just as the door to our aircraft is about to close, the Captain (who has been personally greeting each passenger as they board) notices 3 empty First Class seats. He asks the FA to give him the manifest and says, "Let's move some good customers up front."

He selects 3 Premier Executives and instructs the FA to go back and invite them to move up and to "thank them for their business."

3 very surprised and pleased Premier Executives soon joined us.

I am speechless! WOW!! http://www.flyertalk.com/forum/smile.gif

I don't like this kind of thing as it is unfair to those of us who have exchanged miles or 500 mile certs to get the upgrade in the first place. How did they choose the PE's? Based on highest fare? How do any 1K's feel if they are left in the back? How does a BUA passenger feel at seeing possible discounted fare passengers moved up for free. There are rules/procedures for upgrades and I prefer to see them enforced in a consistent manner.

Take a picture of that and frame it. Bet that Captain isn't too popular with the gate agents.

I'm amazed anyone would object to this.

And United wonders why their yields are being affected? I hope someone in management takes note of this and suitably disciplines the captain.

Are you being serious in wanting this pilot disciplined?

On another thread, you support FA's who stick to the rules which end up making a planeful of passengers 2 hours late and upset.

In this thread, the pilot breaks the rules and pleasantly surprised 3 passengers, creating good will at little cost to UA.

Who is doing more for UA and the passengers? "Captain Wise" or "by-the-rules FA's"?

That captain probably cemented the loyalty of three high-revenue passengers for some time to come.

The "by-the-rules" FAs who walked off that Hong Kong flight being discussed in the adjacent thread probably cost United hundreds of thousands of dollars in future revenue.

If I were managing United I know which mindset I'd prefer in place.

Since it is not a general policy for captains to be upgrading passengers, I don't think this will be decreasing revenue much -- who will count on the captain picking them out next time and for that reason not buy a full fare ticket? In fact, the future business from these 3 may more than offset any perceived loss... Therefore I take this as a random event, and congratulate the 3 PEs on their good luck.

After all, most of us benefit at one time or another from some kindness from an employee at UA, and we don't complain about "fairness and consistency" then, do we?

You got to sit up front too, you paid for it as expected, and others (by chance) got to experience it too. It doesn't take away from yours, does it? So enjoy, and maybe next time, it will be you. No need to discipline the captain, I think. Maybe just make sure he doesn't do it TOO often! http://www.flyertalk.com/forum/smile.gif

[This message has been edited by TA (edited 07-03-2002).]

I can't believe those of you who object to a random act of kindnees. The pilot was gaining loyalty for UA, not pis$ing it away.

Random Acts of Kindness will do a lot to win more support for United. I don't see what the problem here is. Maybe all the 1K's were already upgraded.

He is "Captain Wise."

Thanks for the positive story Big Bruddar.

Like the gate agents never "comp" an upgrade to a passenger? Or an agent "forgets" to take a SWU (which I hope they do on my fight this afternoon http://www.flyertalk.com/forum/smile.gif )? Or an agent waives the $100 fee on a reissue because you are a 1K/1P/2P, whatever?

Wow, some of you guys are brutal!!

"Random acts of kindness" create unreasonable expectations which can not be met and lead to a further erosion of brand equity over time. The Captain is not authorized to make an operational upgrade under the circumstances mentioned above, and hence should be disciplined. Pilots should stick to doing what they are trained to do and do well, and not try to dabble in marketing and customer service.

Like I said - Brutal!

I see that while I was writing this, several people already said what I was going to, but I'll chime in anyway...

In my opinion, this was a very Wise thing to do.

I'm sure the people who were upgraded had good feelings for United that day. That very likely will increase their loyalty to United, and generate some good, free PR to their friends.

I can understand that someone who has "paid" for the privilege of sitting up front might like to have some empty seats up there, thus feeling like they have a more private cabin.

Nevertheless, from a business standpoint, I think this was a great move.

Anyone care to nominate this captain for CEO? http://www.flyertalk.com/forum/smile.gif