Use this article when:
- The customer requests a specific seat before check-in
- The customer asks about free seat upgrades
- You are assigning or changing seats in the CRM
Eligibility Matrix: Seat Selection & Upgrade Benefits
| Frequent Flyer Tier | Ticket Class | Early Seat Selection | Free Preferred Seat | Free Upgrade (If Available) |
|---|---|---|---|---|
| Basic (No Tier) | Economy Saver | ❌ No | ❌ No | ❌ No |
| Economy Flex | ✅ Yes (standard seats) | ❌ No | ❌ No | |
| Silver | Economy Saver | ✅ Yes (standard only) | ❌ No | ❌ No |
| Economy Flex | ✅ Yes | ✅ Yes (preferred zone) | ❌ No | |
| Gold | Any Economy | ✅ Yes | ✅ Yes (any economy seat) | ⚠️ Possible* |
| Premium Economy | ✅ Yes | ✅ Yes | ⚠️ Possible* | |
| Platinum | Any Class | ✅ Yes | ✅ Yes | ✅ Yes (space-available upgrade) |
| Business/First Class | Any Tier | ✅ Yes | ✅ Included | ✅ Not applicable |
⚠️ *Gold members may receive upgrades based on availability, but it is not guaranteed. Use discretion or escalate to Loyalty Services if uncertain.
How to Check Eligibility in CRM
Open Booking & FF Profile:
Retrieve booking using the reference number.
Navigate to Frequent Flyer Info tab.
Confirm Tier Level and Status Expiry
Verify Ticket Class:
Check fare class code (e.g., Y, B, M, etc.)
Refer to ticket summary to determine if it's a Saver, Flex, Business, etc.
Compare Against Matrix Above:
Determine if customer is entitled to early seat selection or upgrades.
Confirm with seat map and upgrade inventory.
Document in CRM Notes:
Log action taken (e.g., "Assigned free aisle seat per Gold tier benefit").
Include any upgrade decisions or limitations communicated to customer.