Upgrade Flights

BA747

When I was training as a British Airways Customer Service Agent (check-in agent) we were told that anyone that asked for an upgrade at check-in was to be put down in our computer system as Not Suitable For Upgrade (NSFU) , so no matter who the passenger asked it would result in a "polite" no.

So what's the secret?

Most airlines oversell their flights by 5-10% in economy cabins due to the no-shows (passengers who dont turn up) so when everyone turns up that when the upgrades start.

The majority of upgrades in my airline are done in the offices , passengers who have paid full fare and high tier executive club members who have a history of paying for Club\First .

Once that has been done, usually 24 hours before a flight , and there's still a need for upgrade's that when check-in gets involved.

When I was checking -in on a particular flight that needed upgrades a message would appear under the flight number asking for SFU (suitable for upgrade) and if passengers were to call a particular number.

The passengers that I upgraded were the one's that never asked so it came as a complete surprise to them. Happy passengers tend to make a happy flight for the crew.

Sitting on a check-in desk for four hours you tend to hear the usual stories and the same old question's , it gets very repetitive , so getting a passenger who doesn’t have a list of demand's and issues is refreshing.

For passengers who demand an upgrade we send them to the ticket desk so they can pay for it.

For passengers who are tall we will give exit row seats at check-in , if not we will put a comment in the system so if one becomes available the passenger will have a seat change at the gate.

I now fly as crew on longhaul flights out of Heathrow and we (the crew) know who has been upgraded on the flight. I once had a couple shouting out in Club that they had been upgraded and demanding this and that while we were still boarding.As the cabin was full of full fare club passengers this was an embarrassment so they were down-graded.

So the morale of the story...........

Be nice

Be charming

Be discreet

and remember what goes up can come down.

One last point when travelling in an economy cabin remember there is usually only four crew to serve over 200 passengers so a smile and patience goes a long way.

hammy_the_hammer

on a long haul flight i always help out by coming and getting my own tinnies off you . it actually seems appreciated !

pin

Great first post BA747!!

BA747

hammy_the_hammer wrote:

on a long haul flight i always help out by coming and getting my own tinnies off you . it actually seems appreciated !

Stella or Grolsch sir ?

chaffordred

Number one rule when trying to get an upgrade: Never expect an upgrade and you won't be dissapointed

pin

chaffordred wrote:

Number one rule when trying to get an upgrade: Never expect an upgrade and you won't be dissapointed

Spot on!!

Also one sure way of flying up front, pay for it.

Cardew

pin wrote:

Spot on!!

Also one sure way of flying up front, pay for it.

Or pilot the aircraft!

pin

Cardew wrote:

Or pilot the aircraft!

One would hope he / she would be sitting at the front of the plane _pale_

Karma67

I'm flying out to New Zealand next Tuesday :j :j

I'm in a bit of a dilema now after reading this thread! lol

Firstly I'm flying Cathay Pacific, not the cheapest airline I know!!! But, my Dad is a retired pilot and flew for Cathay for 32 yrs :eek: ), and now he's retired I do not get cheap/discounted flights anymore, and I'm too old for the child discount ..Anyway....back to subject...

Apparently my father has spoken to the manager of Cathay in NZ when the tickets were purchased, and there are notes on the 'system' for me to be upgraded IF space available.....now do I ask at check in? or do I wait to see if I'm offered?

I don't want to appear classed as one of the rude, cheeky, etc, people who ask as B747 described!!

pin

Karma67 wrote:

I'm flying out to New Zealand next Tuesday :j :j

I'm in a bit of a dilema now after reading this thread! lol

Firstly I'm flying Cathay Pacific, not the cheapest airline I know!!! But, my Dad is a retired pilot and flew for Cathay for 32 yrs :eek: ), and now he's retired I do not get cheap/discounted flights anymore, and I'm too old for the child discount ..Anyway....back to subject...

Apparently my father has spoken to the manager of Cathay in NZ when the tickets were purchased, and there are notes on the 'system' for me to be upgraded IF space available.....now do I ask at check in? or do I wait to see if I'm offered?

I don't want to appear classed as one of the rude, cheeky, etc, people who ask as B747 described!!

You could ask at check in, but be polite. However in reality the airline won't know re upgrades until everyone has checked in, because there will normally be some no shows, so you probably won't know until you have boarded the plane.