How to Get Upgrade Treatment

Getting upgraded to first class is the brass ring of business travel--it’s the most prized benefit for putting in all those miles for the company.

As a result, competition for upgrades is keen, and people who travel frequently tend to guard any secrets they have for getting those coveted seats. “If I have some [secrets], and I do, I’m not going to tell you,” said one retired executive who still travels heavily. Upgrades generate such jealousy because a comfortable seat is such a desirable commodity to a frequent flier.

Upgrades are definitely the most popular way to use frequent-flier miles among business travelers, said Chris McGinnis, an Atlanta-based travel consultant. But getting them can also be the most frustrating award experiences.

In many cases, airlines will not release extra business- or first-class seats for upgrades until a day or so before departure. Passengers must call exactly 24 hours (sometimes it is 72 hours) in advance of a flight to put in a request for an upgrade. And demand is so great that most available upgrades are snatched up within minutes of the call-in time.

There are a number of ways to get upgrades, however. The least frustrating way is to spend your own frequent-flier miles.

On most airlines, it takes about 10,000 miles to get one free upgrade to the next class. In exchange for your miles, the airline mails you a certificate you can use to confirm a seat in first class on the flight of your choice.

If you are a member of an elite program, you may also receive upgrade certificates periodically from airlines as a goodwill gesture. To be eligible for most elite-type programs, you must log more than 25,000 miles a year. Such free upgrades usually carry some restrictions. You can’t use them to reserve a seat ahead of time, but you can use them if seats are available.

Indeed, if you are an elite-level member, you can sometimes get upgraded just by showing your elite-level card at the gate. Whether you get a seat will depend on the gate agent, how many seats are available, and who else has put in requests.

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If you aren’t an elite-level traveler and you want to fly first or business class without paying full fare, there is still a way to do it. If seats are available, most airlines will allow people to pay cash for an upgrade. The total amount is usually less than the cost of the higher-class fare, McGinnis said. These upgrades have to be purchased at the ticket counter.

Here are three other ways to improve your odds of getting an upgrade:

* Know when to call: If you are familiar with the airline’s automated voice-mail program, you can time your call just ahead of the required 24-hour period so you are already in the system ready to talk to an agent when the clock strikes the correct time.

* Leave earlier: If you have a choice of airports or flights that all meet a long-haul flight that you want to be upgraded on, take the earliest flight. Then you can call 24 hours ahead of that flight and get upgraded on the connecting flight, which puts you an hour ahead of most people in line.

* Software: Some travel agencies have found new ways to increase the odds for their regular customers. The right software can give you an edge in the upgrade free-for-all, said Thomas Nulty, president of Associated Travel International in Santa Ana. Associated Travel developed and markets a software product called AQUA Frequent Flyer Upgrades, which is used by travel agencies around the country. The program automatically requests an upgrade for eligible passengers.

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“It just goes in and grabs the seat . . . and it’s totally automated,” Nulty said. “That way nobody has to get up at 6:30 a.m. to call the airline. It’s a real crowd pleaser.”

If you can’t get a confirmed upgrade over the phone in advance, your next line of attack is the gate agent.

It pays to be nice to the people at the gate and “chat them up a bit,” said Joan Welch, a Pennsylvania-based meeting planner who travels constantly. If you notice the agent has been dealing with a difficult customer, compliment them on how they handled it. If you fly a particular route a lot, get to know the agents and always let them know how grateful you are whenever you get an upgrade.

Welch’s No. 1 tip, however, is to dress the part. If you want an upgrade, you have to look like you’re traveling on business. Don’t switch into casual clothes and expect to be bumped up to first class, she said.

Picking your flights with upgrade potential in mind is another strategy veteran travelers use.

For example, it’s often easier to get upgraded if you are flying during off-peak hours, such as mid-week afternoons or evenings. Upgrades tend to get snapped up quickly on flights during peak business travel times, usually Monday mornings and Friday afternoons. Choosing flights with stopovers are another good bet for getting upgrades since they are less popular than direct flights and there is less competition for the first-class seats.

“Also, look for wide-body flights,” Nulty said. Narrower aircraft have fewer first-class seats to begin with, so the odds of getting upgraded to first class are greatly reduced.

And keep trying, frequent travelers said. Business travelers are notorious for changing plans at the last minute, which means plenty of cancellations and no-shows. Airlines also frequently release additional unsold seats for use by upgrade passengers a few hours before the flight leaves. That means more upgrades may be available, even if you were unable to snare one 24 hours in advance.

“Seats do pop up at the gate,” Nulty said. “Never give up.”

Carol Smith is a freelance writer based in Pasadena. If you have experiences to share or suggestions for Executive Travel, please write: Executive Travel Editor, Business Editorial, Los Angeles Times, Times Mirror Square, Los Angeles, CA 90053; fax (213) 237-7837; or e-mail to business@latimes.com