Paid upgrades at T-48: now for member only?

Old Aug 8, 19, 5:31 pm
  #1  
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Paid upgrades at T-48: now for member only?

I’ve done upgrades to Plus/Premium for the full family a few times 48 hours prior to departure ... a nice benefit for Gold and Platinum members. (Everyone else can purchase online at time of check-in, starting when check-in opens at T-24.)

The ability to buy everyone an upgrade 48 h before departure has worked just fine whenever I’ve had Mrs FlyerJ and our kids on the same PNR ... provided seats are available, of course.

An angry Platinum member just posted on Facebook about inability to purchase upgrades.

The response:




Whaaaa? “Only the Platinum guest would receive a Premium seat...”?

Is this saying that the early access to upgrades now only works for the Gold/Platinum individual member only ... but nobody else on the reservation?!?

If so, what the $&)# ! When did this happen? (Fingers crossed that, instead, it’s just a poorly-written response from the WS social media person.)


Last edited by FlyerJ; Aug 8, 19 at 5:41 pm
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Old Aug 8, 19, 7:53 pm
  #2  
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Mrs. FlyerJ tells me that we might have only ever done full-family upgrades at T-24. Huh.

Anyone know now for sure how it works? Has there been an “enhancement”?
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Old Aug 8, 19, 9:56 pm
  #3  
 
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It would be interesting to know what question Angry Platinum member Jeff asked to begin with.

If family was travelling with Jeff, then Jeff can upgrade himself and his family at 48 hrs prior over the priority line for the applicable fees. If Jeff was not travelling, he would not be able to call in to have just his family upgraded.

I suspect he was trying to just upgrade his family and he was not travelling.
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Old Aug 8, 19, 10:28 pm
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Here’s his original Facebook comment.

I frankly have a hard time following it ... it’s not strong on punctuation, capitalization or good grammar, so it’s quite confusing.



It sounds like the root of his complaint is that bid upgrades (at T-5 days) trump Platinum upgrade purchases (at T-48).

Still, the reply from the WestJet rep (albeit also poorly worded and with mistakes and iffy grammar) does seem to say that only the Platinum member (ie the individual) can upgrade at T-48.

(As an aside, the social media team at WS really need to invest in the Grammarly app or do some more proofreading. Some responses are a bit cringeworthy.)
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Last edited by FlyerJ; Aug 8, 19 at 10:35 pm
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Old Aug 8, 19, 10:34 pm
  #5  
 
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From https://www.westjet.com/en-ca/rewards/tiers/platinum under the Early access to premium tab:
  • Early access to purchase an upgrade to Premium or Business is available between 48 hours and 24 hours prior to departure.
  • Requests must be made through the Platinum priority support number (via the WestJet app) between the hours of 6 a.m. and 9 p.m. MT.
  • Valid for member and up to eight (8) additional guests travelling on the same reservation, subject to availability. Not valid for companions when travelling on a group booking (10+ guests on the same reservation).
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Old Aug 8, 19, 10:36 pm
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Awesome. Thanks wzzy ... good find.

(Still, that’s not what the WestJet Facebook rep conveyed in her response!?)
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Old Aug 9, 19, 10:31 am
  #7  
 
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In post #4 above, it is clear that Plus upgrade options are full and gone by T-48. Full is full.

But perhaps this window should be larger... 72 hrs?
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Old Aug 9, 19, 10:44 am
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The guy’s post seems to indicate that he doesn’t understand how upgrades work. And his post indicates that a WS phone rep didn’t understand it either, and the Facebook response seems to show more misinformation.

It it sounds like “Jeff” called in at T-5 days to ask about upgrade pricing. He was told to try doing an upgrade bid ... which call center agents have nothing to do with and no visibility to pricing.

He called back the next day (T-4) and understood that the upgrades were all sold ... understandable, since that closes at T-5. He took that to mean that Premium was sold out. (That definitely does not mean that Premium was all sold. WS holds back Premium inventory for last minute purchases.)

Then he was told - as a Platinum member - that he could try to buy upgrades at T-24. That’s incorrect, and he told that to the agent.

Then the Facebook rep, in response, seemed to say that only the individual member can buy an upgrade at T-48. That’s wrong, as wzzy pointed out above.

Ultimately, “Jeff” had bad info and didn’t understand the program — and my hunch is that he didn’t help himself by not communicating clearly. (Ie you can’t ask how much an upgrade costs until T-48 for Plat/Gold ... because agents have no idea until the 48 hour window opens).

And it seems like there was bad info shared by WS reps: the phone rep, telling him he could only try at T-24, and then the Facebook rep telling him that family couldn’t be upgraded with him at T-48.

Bad communication and misunderstanding from both sides, it seems.

My only point in posting here was concern concern about the “only the member” can be upgraded at T-48 ... which wzzy thankfully clarified!
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