International Upgrades - Improved Experience

[TonyHancock]

But the old system only showed 5 hours from departure (unless someone at the airport was bored) - this was showing >12 hours out (with the new system being UP TO 48 hours before for WPs). The only thing missing is the SMS - although they may have sent it to a different number than the one I have with me.


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All of my long haul successful upgrades have shown up >12 hours out, so I think you are experiencing what has been in place for several years. I had two successful J-F upgrades confirmed in November and December respectively that were 12+ hours prior to travel. (The December one was prior to the "new" system being implemented.

 

[MEL_Traveller]

But the old system only showed 5 hours from departure (unless someone at the airport was bored) - this was showing >12 hours out (with the new system being UP TO 48 hours before for WPs). The only thing missing is the SMS - although they may have sent it to a different number than the one I have with me.


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it used to be possible, with a bit of forensic work, to determine if your upgrade had been successful, well in advance of them actually notifying you. I forget what the exact dance steps were now, but it went through stages of 'pending' etc and then the original economy seat would disappear etc etc.

them actually notifying you this far in advance might be new, for for hardened users it could be determined.

 

[medhead]

But the old system only showed 5 hours from departure (unless someone at the airport was bored) - this was showing >12 hours out (with the new system being UP TO 48 hours before for WPs). The only thing missing is the SMS - although they may have sent it to a different number than the one I have with me.


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I've seen exactly what you described at about 20+ hours beforehand - seat moved to J cabin and all that. I ended up in the PE cabin. This was April last year

 

[pshepvic]

So effectively the "new" system is the same as the old system, except for an SMS.


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[medhead]

So effectively the "new" system is the same as the old system, except for an SMS.


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Well no not entirely, new system involves confirmation. As I said under the old system it looked like I would be in J but I ended up in PE. So no confirmation and subject to not happen.

 

[TonyHancock]

So effectively the "new" system is the same as the old system, except for an SMS.


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Not exactly. A WP could received confirmation up to 48 hours out. It would be interesting to see if many folk are receiving confirmation 48 hours out. After all QF don't actually need to change anything with the way they have set up the "better international upgrade experience" Notification of a successful upgrade between T-48 and T-5 is only "where possible".

I know I tend to be very cynical about QF and I appreciate that QF is probably trying to do the right thing in this process but it is not exactly the most inspiring benefit.

 

[Red Roo]

Not exactly. A WP could received confirmation up to 48 hours out. It would be interesting to see if many folk are receiving confirmation 48 hours out. After all QF don't actually need to change anything with the way they have set up the "better international upgrade experience" Notification of a successful upgrade between T-48 and T-5 is only "where possible".

I know I tend to be very cynical about QF and I appreciate that QF is probably trying to do the right thing in this process but it is not exactly the most inspiring benefit.

Hey all,

Good to hear all your feedback on the process. Just to let you know that while we are processing international upgrades earlier, we are also processing them more often and closer to time of departure to allow for cancellations and give you a better chance of receiving an upgrade.

Cheers,
Red Roo

 

[dfcatch]

Thanks Red Roo.

Ultimately - the success of the new process will me measured by members' upgrades clearing at a higher rate.

FWIW - I've had 100% success since the lottery system was introduced..... Not that i want to jinx myself!

 

[TonyHancock]

Thanks Red Roo.

Ultimately - the success of the new process will me measured by members' upgrades clearing at a higher rate.

FWIW - I've had 100% success since the lottery system was introduced..... Not that i want to jinx myself!

Interestingly WP upgrades clearing at a higher rate is not a published benefit and thus not part of the new " better international upgrade experience".

Whilst I welcome any effort to provide more upgrade opportunities I do wonder how many WP's are having upgrades confirmed 48 hour prior to travel. This is the published benefit, "where possible" of the new " experience".

 

[trippin_the_rift]

Whilst I welcome any effort to provide more upgrade opportunities I do wonder how many WP's are having upgrades confirmed 48 hour prior to travel. This is the published benefit, "where possible" of the new " experience".

One of my J -> F upgrades this year was cleared 5 days out from flight time. My traveling companion (plat) on a separate PNR had his approved 24 hours out even though I requested it (and used my points) for him.






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[dfcatch]

Interestingly WP upgrades clearing at a higher rate is not a published benefit and thus not part of the new " better international upgrade experience".

Whilst I welcome any effort to provide more upgrade opportunities I do wonder how many WP's are having upgrades confirmed 48 hour prior to travel. This is the published benefit, "where possible" of the new " experience".

Actually - QF are saying that they will continue to process upgrades right up to flight closure.

So if you may have missed out on your upgrade, but then someone no shows, as a Platinum you have a high chance of getting your upgrade.

Under the old system if you missed out in the initial allocation - then bad luck.

I see WPs and SGs as the biggest beneficiaries of this change.

I think it's a good improvement.


........
Now Red Roo - just to implement some other improvements to the upgrade process

 

[enigma01au]

The new process hasn't worked for us...
Put in for upgrade coming back LHR-SIN and SIN-ADL.
No SMS,no notification at all.
Got to LHR, no upgrade for LHR-SIN .
Got to SIN, turned on phone and received 2 SMS's saying upgrades denied due to insufficient points, which was incorrect...plenty of points in both our accounts, then when we got to the gate for the final leg, the upgrade did come through ...

When we got home, I checked my account, and sure enough, the activity statement showed -48,000 upgrade request!!!!

 

[TonyHancock]

Actually - QF are saying that they will continue to process upgrades right up to flight closure.

So if you may have missed out on your upgrade, but then someone no shows, as a Platinum you have a high chance of getting your upgrade.

Under the old system if you missed out in the initial allocation - then bad luck.

I see WPs and SGs as the biggest beneficiaries of this change.

I think it's a good improvement.

I think I'm probably missing something, I usually am, but I can't find anywhere where QF lists this as a benefit for WP and SG. The improvement broadcast to the flying public was that WP's would receive confirmation of upgrade up to 48 hours in advance of flying where possible. (I'm referring to international upgrades btw.)

If QF is releasing more seats for upgrading WP's, and keeping the process open until time of travel then I agree this is a good thing, in fact I would have thought that this is something to publish. I for one would be heaping praise of QF for such a move. (Heaping is perhaps too strong a word. ) If we are not seeing any WP's receive notification of a successful upgrade 48 hours before travel then QF might as well say that they will confirm upgrades at time of booking "where possible".

Now it is easy to accuse the QF management team of being disengenuous, and after the appalling customer service I have received from QF over the last year I am conscious that I give the management team at QF little leeway these days, but I have to believe that the intent is there to provide the published benefit, but it would be nice to hear of some success stories.

 

[dfcatch]

Perhaps I can rephrase - on the iPhone so can't link to the website... But:

OLD SYSTEM:

All upgrades are processed in status priority and confirmed around T-5.

If you miss out, then you miss out, even if a J Pax no-shows and there's an empty seat - you still miss out.


NEW SYSTEM:

First upgrades are processed up to a week out for P1, followed by a second round at T-48, followed by the usual round (by status) confirmed around T-5.

QF state that will continue processing upgrades right up to flight close.

So if you didn't get your upgrade and then a J pax no-shows, then (if you're high enough on the upgrade list), you may still get it at the last minute.

 

[TonyHancock]

NEW SYSTEM:

First upgrades are processed up to a week out for P1, followed by a second round at T-48, followed by the usual round (by status) confirmed around T-5.

QF state that will continue processing upgrades right up to flight close.

So if you didn't get your upgrade and then a J pax no-shows, then (if you're high enough on the upgrade list), you may still get it at the last minute.

I'm trying to find this on the QF website and am struggling. I can see the P1 at 7 days out and the WP at T-48, but I can't see where QF publishes that upgrades will continue to be processed up to flight close. I don't doubt that QF might be doing this I just can't see where it is confirmed. This is a positive move as I posted before and if it is an unpublished benefit then so be it.

That said the big published change was that WP's would get 48 hours notice, "where possible" of confirmed upgrades, I'm interested to see if anyone has experienced this.

 

[straitman]

I'm trying to find this on the QF website and am struggling. I can see the P1 at 7 days out and the WP at T-48, but I can't see where QF publishes that upgrades will continue to be processed up to flight close. I don't doubt that QF might be doing this I just can't see where it is confirmed. This is a positive move as I posted before and if it is an unpublished benefit then so be it.

That said the big published change was that WP's would get 48 hours notice, "where possible" of confirmed upgrades, I'm interested to see if anyone has experienced this.

I don't know about the web site either but look at post #1 on this thread for the email details.

My experience is a little different to what was published but close enough to be accurate. Except for MEL-SIN on the 7th Jan I did not get an SMS and for my MEL-SYD tomorrow (still 24.5hrs out) no SMS yet though the process has been finalised. My mobile is the only contact ph no in the booking.

OT but my sister & nephew are dark on me as their is no sign of their upgrades at this time. (one Silver & and one Bronze)-----upgrade came through for my sister but not nephew. (yet). Still 9.5 hrs before the flight though EF is showing all zeros.

 

[oz_mark]

I'm trying to find this on the QF website and am struggling. I can see the P1 at 7 days out and the WP at T-48, but I can't see where QF publishes that upgrades will continue to be processed up to flight close. I don't doubt that QF might be doing this I just can't see where it is confirmed. This is a positive move as I posted before and if it is an unpublished benefit then so be it.

That said the big published change was that WP's would get 48 hours notice, "where possible" of confirmed upgrades, I'm interested to see if anyone has experienced this.

They did say this:

Frequent Flyer - Member Specials - Latest News

We will also be processing Flight Upgrade Awards closer to the time of departure. This means there will be fewer empty seats in First, Business and Premium Economy on many occasions. For example, if a customer changes their plans on the day of departure and decides not to travel, we will be able to upgrade another customer into their seat.

 

[TonyHancock]

Thanks oz_mark and straitman. Now I understand why it doesn't appear as WP benefit. It is a benefit to all effectively.

I might just start a thread on successful upgrades confirmed 48 hours out.

 

[Berlin]

So if you may have missed out on your upgrade, but then someone no shows, as a Platinum you have a high chance of getting your upgrade.

Under the old system if you missed out in the initial allocation - then bad luck.

Hmm- not so sure if this is actually true: I had a case last year, well before the "Improved Experience" got introduced, where my upgrade J to F didn't come through- it said "Upgrade request unsuccessful" in the booking. I then asked the lady on check in and the guys in the Flounge and they all checked and told me "sorry, Sir". However, at the gate while boarding, I got the red beep and was upgraded to F after all and the upgrade points were deducted from my account. So obviously, there have always been cases when an upgrade seat could become available in the last minute.

 

[dfcatch]

Hmm- not so sure if this is actually true: I had a case last year, well before the "Improved Experience" got introduced, where my upgrade J to F didn't come through- it said "Upgrade request unsuccessful" in the booking. I then asked the lady on check in and the guys in the Flounge and they all checked and told me "sorry, Sir". However, at the gate while boarding, I got the red beep and was upgraded to F after all and the upgrade points were deducted from my account. So obviously, there have always been cases when an upgrade seat could become available in the last minute.

I'm just quoting QF "from the horses mouth" so to speak.

I'm sure they have always had the capacity to do so if they chose.

Perhaps in your situation you were in line for an op-up - but seeing as you had a points request in, they simply actioned that rather than give you a freebie.