Airline Talk: Operational Upgrades

By Mike Grasso

In most cases upgrading from one cabin (such as economy) to another (such as business) requires an upgrade instrument. This may be in the form of miles, cash, a combination of both, or automatically as a perk of an airlines' loyalty program. Each of these options are generally cheaper ways that outright purchasing a ticket in the higher class of service. In addition to these, there is another method - called an operational upgrade, which takes place behind the scenes. That is to say, your miles, money, and elite status are less important (at least directly) than the immediate operational needs of the airline.

A typical operational upgrade happens when the flight is oversold in economy. With inventory left in business/first, the airline can "bump" select passengers from economy to the front of the plane - a free upgrade. More often than not, this is handled at the gate just prior to boarding, once agents have a handle on how many ticketed passengers will actually show up for the flight. It is true that customer loyalty goes a long way on these types of upgrades, and therefore holding elite status may put you at the top of that "list." But in other situations, the "op-up" as it is called, happens when its least expected. A friend of mine was trying to negotiate a better economy class seat with the gate agent, when suddenly by surprise the agent presented him with a first class boarding pass. Why? The agent needed his original seat because a family of 3 (including 2 children) were going to be separated on different parts of the plane. Little did he know at the time how much easier he had just made that gate agents job. In another case, a few years ago I misconnected on a Northwest Airlines flight due to a mechanical issue; the gate agent rebooked me into first class because no economy seats were available onto my connecting flight. In each of these examples, the needs of the airline (and the need to quickly board the plane for an on time departure) meant operationally, the complimentary upgrades made good business sense.

In summary, operational upgrades are a necessary part of the airline business. The are however, rare. If you are an elite traveler, and/or find yourself in irregular operations, such as an oversell or a last minute plane change (to a larger plane), an op-up may be in your future.

United Business/First Upgrades Now Require Co-Pay

Effective today, United rolls out its co-pay system for upgrade requests. Basically, buy a ticket it coach class, then use miles and cash to upgrade to the next level of service. The amount of miles and cash requires depends on the booking class (price) of your original coach ticket and where you are flying to.

One benefit to this change: Previously, if you bought a cheap United ticket you were unable to upgrade international flights. Now you can - for the right amount of money and miles. One drawback to this change: Many higher priced economy tickets which previously could be upgraded with miles alone now require a cash co-pay as well. Here are the specifics.

United, Continental Offer Free Upgrades to Most Loyal Customers

In a relationship that seems to be getting rather close, Continental and United Airlines jointly announced a wonderful reciprocal benefit for elite-level flyers: Complimentary Domestic upgrades. This means United Mileage Plus elite members can enjoy free rides up front on Continental (and United), and Continental One Pass elite members can taste United's first and business class product as well. The complimentary upgrade policy goes into effect next Summer.

Clearing order for complimentary upgrades (as space is available):

Traveling on United: United Global Service, 1K, and Premier Exec clear first, followed by Continental Platinum and Gold Elite.

Traveling on Continental: Continental Platinum Elite, followed by United Global Service and 1K, then Continental Gold and Silver members.

Continental just joined the Star Alliance program a few weeks ago but their relationship with United dates back to June 2008. Recently, for example, United announced Red Carpet Club members can now access the network of Continental President's Club lounges worldwide.

United Announces 2009 Mileage Plus Changes

In a press release Monday, United announced some fairly significant changes to Mileage Plus, its frequent flyer program. Depending on your specific travel habits, you will find the changes either favorable or as yet another example of the devaluation of frequent flyer miles. 

• Restoration of 500-mile minimum accrual for elite members. This past summer United eliminated this benefit for short-distance flyPublish Posters. The policy changes is retroactive for flights dating back to July 1, 2008.


• Mileage Award Adjustments. UA will maintain the 25,000 mile requirement for economy saver tickets for flights within the U.S. But, it will increase the mileage requirement between 5,000 and 25,000 additional miles for flights between the U.S and different regions throughout the world.


• Co-Payment and reduction in miles requirement for upgrades effective July 1, 2009. If you purchase an economy class ticket, United often allows you to upgrade that flight with miles. The airline will lower that mileage requirement, but institute a co-payment of up to $500 for this benefit. Additionally, the airline will allow international upgrades, regardless of the fare class purchased. Previously, only higher cost fares were upgradeable.

When A Superior Room Just Isn't Enough

Stains on the carpet and smells in the air, both good reasons for complaining to hotel staff about less than satisfactory accommodations. Finding yourself in a smaller corner room or next to the elevator though are less than legitimate reasons for complaint. Still, some will.

In this New York Times story last weekend, reporter Geraldine Fabrikant uncovers the many techniques guests use to complain about a room and ultimately land an upgrade. Some do so with complete honesty and sincerity, notifying the hotel of a legitimate problem. Others capitalize on discretionary power of hotel staff, allowing them to check-in and check-up to a higher value room than paid for.

Read: "You're Giving Me That Room? No Way." NY Times

Demand and Disappointment for Fuel Efficient Car Rental Reservations

The spike in fuel costs is driving a big demand for fuel-efficient car rentals. Too big actually. Car rental companies typically offer something for everyone, from the compact Ford Focus right on up to a full size Toyota Avalon (pictured left). Problem is, too many people, it seems, are reserving the smaller, fuel efficient drives only to find they've been (involuntarily) upgraded when arriving to pick up the vehicle.

This article from the L.A times uncovers what car rental contracts say about these less than desired upgrades, and how reserving a compact car may actually start costing you more.