There are a lot of misconceptions about upgrades. People talk about dressing up, hoping to get bumped up. Or telling the gate agent that it’s your honeymoon. Sometimes they claim there’s even a secret passphrase.
For the most part, though, upgrades are based on a formula and handled by computer. American Airlines even automates much of their upgrade processing at the gate to a computer program called ‘AgentAssist.’ By reducing the amount of work the gate agent does, they’re able to staff gates with fewer agents and save money.
When computers handle the upgrades, there’s less opportunity for discretion, and as long as everyone is classified correctly on the list. But there are still plenty of cases where gate agents don’t follow the upgrade list.
For instance, frequently gate agents won’t bother to do upgrades at the very last minute at all. If a first class passenger doesn’t show up for the flight (maybe they are connecting, and their inbound aircraft is late or they get waylaid in the bathroom in the terminal) they would be doing the work to print a new boarding pass and come on board the aircraft to move up a coach passenger – right before they’re supposed to be closing the doors. And this extra work could wind up delaying the flight a minute or two, which would get them yelled at by a manager.
One Delta Air Lines gate agent actually admits to not following procedure with upgrades whenever two different situations come up.
- They won’t bother to check if passengers traveling together want to be split up. The agent says that when there’s one upgrade seat together, and two people on the reservation, they’ll just get skipped.
[S]ometimes if there’s one fc seat available and a party of two together both 1 and 2 on the upgrade list it can be annoying, especially if it’s several parties of two… rather than calling them up and seeing if they wanna split and have one take the seat and maybe they aren’t in the gate area… blahh.. i’ll move on to the next solo in line.
[R]ather than clearing them off the upgrade list i’ll change their seat assignment manually to the fc seat then delete them from the fc standby list so it won’t show on the app or monitors that they cleared the upgrade ahead of the groups. their boarding zone oddly doesn’t change when i do this
- They won’t ask if a customer wants to be moved from regular coach to extra legroom middle seats, giving those ‘Comfort+’ seats to employees instead.
i do not place mc passengers in middle seats in comf+ even if they are on the upgrade list, if they are in a window or isle seat in mc. those middle seats sometimes go to nonrev standbys on completely full flights
I’ve noticed that Delta is most likely to skip processing upgrade lists at the gate of the major airlines, and this agent with the airline admits to deviating from procedure, while protecting their anonymity. It’s a window that would be helpful to Delta in ensuring consistency, but I’ve flagged these issues for some time and it doesn’t seem to get fixed.
When US Airways took over American Airlines, legacy US Airways agents used to skip over passengers waiting for upgrades if they weren’t at the gate when upgrades were being done, which was strange because customers frequently didn’t even need new boarding passes handed out – their boarding passes would update automatically in the airline’s app. Eventually American fixed that training issue, and of course now much of the upgrade processing has been taken away from the agents themselves anyway. So there’s hope these things can be fixed.
Well the Delta agent just explained why seats magically disappear and my priority is still 1 or 2.
How hard can it be? Call up Mr and Mrs. Smith explain there’s only one seat do they want to split up, and they need to decide now. More and more at best there’s one seat open at the gate so if people really need to sit together they need to buy first or pay the cash upgrade fee.
Pfft non story when you consider there’s almost never two FC seat left for battlefield UG’s.
Delta has conditioned so many of their most loyal customers to now PAY for the most coveted medallion benefit that used to be FREE. And there’s no shortage of fools willing to cough up the extra $. Delta wins. Medallions lose
No problem w skipping the “upgrade” to a comfort+ middle seat. I’m now lifetime Platinum so get upgraded to Comfort+ at time of ticketing and can select an aisle seat but before I would specifically select to NOT take a Comfort+ middle seat. Not sure why anyone would give up an aisle for a middle even if there are a few extra inches of pitch
@AC – I haven’t flown DL in like 10 years, but if it’s anything like most airlines, pulling out my laptop in Y to work is a real PITA. Even an extra 2″ pitch in Y+ can be the difference between an uncomfortable struggle and getting stuff done. I’d take that middle on flights where I need to work.
They’ve added technology steadily like now you can opt to only take the Comfort+ upgrade if it’s a window or aisle. Why can’t they add an option to the app to opt to split a party for purposes of upgrade? Then the computer does it. And if the passenger doesn’t like it, well, why did you opt in?
Lazy union scum being lazy union scum.
Delta gate agents are not unionized.
Bad Delta. And they treat Sky Team elites just as bad. I am Gold with Air France and have been on DL flights with empty F or B seats because DL refuses to upgrade me and other alliance partner elites.
Not surprised…Alaska did this to my daughter and myself routinely in 2022…and we were both 100Ks. They were upgrading Golds over us.
I am more than happy to not lose my MC aisle or window seat for a middle C+ which is why I only have CU selected for window or aisle.
When I travel with my wife I always check in with the agent if we’re 1 and 2 on list and it looks like there’s availability.
Premium.
I would expect nothing less from a premium airline.
What is this Delta “upgrade” thing that you speak of?
“Not surprised…Alaska did this to my daughter and myself routinely in 2022…and we were both 100Ks. They were upgrading Golds over us.”
The 100k status was relatively new at the time. They’re not overlooking 100ks anymore.
Upgrades? Are they even still around?
I’m a Delta Gate Agent and Hearing this agent admit this is upsetting. It happens a lot, but there are definitely gate agents that care. I call every upgrade up, Whether to ask if they want to split up, if they’re ok with the bulkhead or if they would rather keep their isle seat, instead of an “upgrade” to a middle seat in comfort. It really isn’t difficult to show the people who’ve been loyal to Delta, and are the reason you recieve a paycheck, that you care. I wish agents like this realized how good they have it. They should go work for spirit. Unfortunately, This is the type of agent Delta wants to keep. With all the stress they put on gate Agents to meet a whole list of metrics that really don’t matter from boarding on time to checking the computer generated number of carry on bags, whether there is space onboard or not, this type of thing will probably get worse. The only metric that should matter is a safe on time Departure. Delta’s “take care of your employees and they’ll take care of your customers” motto is quickly being forgotten. A lot of good talent left during covid and many management positions are being filled with people who are not qualified. Hopefully they figure it out by listening to their employess or we will be the next spirit.
Not surprising since Delta continues to brag that only 12% of seats in First are upgrades…to a very limited number of Diamonds, Ed and his BFF; not sure why anyone else is chasing elite status hoping for an upgrade. You have a better chance of winning the lottery…
Gary Leff writes, “Delta Gate Agent Confesses: ‘I Skip Couples for First Class Upgrades Because It’s Less Hassle.”
Delta passengers say, “I skipped flying on Delta Air Lines and hoping for a First-Class upgrade because it’s less hassle.”
Premium!
I join others in calling out this premium situation
Are people seriously complaining about the gate agents exercising common sense?? Of course nobody wants to be moved from a window/aisle to a middle seat, and most people traveling together want to sit together. If you’re the exception and you value your potential upgrade that much, then just book your tickets separately. It’ll make it easier for you to cancel when your SO leaves you for always ditching them in economy anyway.
My solution: no upgrades. Let those of us who paid for F have more space. And, the upgraded are always the rudest most entitled crumbs.
Look for…..
The Union Label….
Who cares
I have always been impressed with my Delta flights over the years. More than once I have been approached in the boarding area and told that my seat had been upgraded to either aisle or window or to a better class. This is without even asking for it, me a lowly main cabin booking. Maybe this is going to be changing. I hope not. But I do understand the consequences of not getting a flight off the gate on time and I can certainly understand the gate agents not wanting to jeopardize this on time departure. It really all boils down to Airlines do not have enough Staffing and passengers do not want to pay the ticket prices that it takes two properly staff the airport.
Typical of Delta, especially in Atlanta.
Geez – it seems like Delta doing it’s darnedest to become our airline of last resort.
I threw in the towel with Delta shortly after the NW merger. Upgrades became nearly impossible to procure unless you were a Super Dooper Diamond Encrusted Kryptonite Level flyer or it was a Saturday afternoon and there was a big SEC football game on.
And on those rare occasions that I did score an upgrade, the service was generally adequate – never outstanding.
For my time and money, UA and AS offer superior products, recognition and service.
So Delta agents are on the record for specifically disregarding company policy regarding upgrades.
Since they are not union, they should lose their jobs.
There is no excuse for not doing their job and speaking with the small amount of passengers on the upgrade list.
Not only do the people who are eligible for upgrades see where they are on the app, but there is also a hg screen above the gate and desk that shows who is on the list and when they get a seat.
These people would obviously know if they got skipped or removed.
Not to mention when their seat is changed. They get at alert on their app saying they were upgraded.
Did you bother to do any research at all before reporting some reddit fake post that the person who posted then deleted as well as their own account?
This sho sure has devolved into a internet meme repost page.
When my wife and I fly, I always book myself in the middle and my wife in aisle so if I get upgraded, I take her aisle and give her my fc seat. Happens pretty often actually and I’m happy to have my wife enjoy the perk while not dooming myself to a middle seat in the process.
As a Diamond million miler, it doesn’t surprise me that there is an acknowledgment of the inconsistency. I’ve been number one on the upgrade list and seen the door close with an empty seat in first. I’ve seen weird movement of the upgrade list on the app, etc. but I’ve also been plucked from coach to first at the last minute and been called to the podium when traveling as a couple with only one upgrade available. Sadly, Atlanta is one of the worst places for the negative gate agent experiences. In general I think Delta cares a little less about customer experience each year that goes by under Ed Bastian.
The solution is simple: At the time of booking, allow the customer to specify whether they would accept a n upgrade split or not. Delta already does similar options for upgrades so this wouldn’t be any more complicated.
It’s boring how you bash AA every chance you get
I’ve noticed how you like to say
“ when USAir took over American”
It’s a cheap shot from a guy in a cheap suit
Just no integrity anymore.
I fly Delta and American every month. Delta is hands down the best USA airline.
As for this story – it’s just that. A story. Delta has screens at every gate in every city that shows the waitlist to First so there is no skipping or being lazy by the agent.
Don’t make up fibs.
Ever since Northwest took over Delta (I’m talking functionality not legally), the passengers have been downgraded. The above practice is just another example. I been “suddenly” passed over for a lower positioned upgrade several times. I’ve told the agent we’d split and to give the seat to my wife. What really gets me is some of the BS excuses given by the agents. Talking to us like we’ve never flown before (multimillion miler).
I can understand the not upgrading people from cattle class to cattle class plus if they are going from an aisle/window to a middle seat. I would probably only like that on an international flight.
@George N Romey
A solo traveler will make up their mind very quickly.
A couple involves tack, diplomacy, mediation, indecision, consolation, irritation, argument, resentment, and precious time as hard feelings come to the surface while the clock is ticking!!!
My empathy goes to the gate agent.
I’m a Delta gate agent in ATL, I called a couple up to ask if they would split due to one FC seat remaining, the wife decided to take it. Once boarded the husband complained to the flight attendants about a seating problem because he didn’t know why he wasn’t in first class with his wife. I’ve also had main cabin pax with window/aisle upgrade preference complain about not being upgraded to a middle comfort+ on longer flights such as ATL-LAX. There is no one solution. Every upgrade seems to be unique each flight and there are issues on the customer and business side that require unique solutions. I normally call the pax in the gatehouse or on the phone as most ppl on the upgrade list aren’t in the gate before boarding because they are in the skyclub. But I always try to preform all upgrades to show loyalty with Delta is rewarded.
Mr. Gary Leff apparently doesn’t know the first thing about airline mergers and takeovers. US Airways did not take over American Airlines. I concur with “M” and his comment. Cheap shot, cheap suit. I was with AA for 35 years and have seen every single merger, absorption and or takeover. Please get your facts correct sir before you publish an article.
@James – US Airways management took over American Airlines. US Airways made an offer to acquire the airline while it was still in bankruptcy. American Airlines leadership did not want to do this deal prior to exiting bankruptcy. There’s no real way to say American acquired US Airways.
@James
Similar to the merger of Boeing & McDonald Douglas.
Name reminded Boeing, but MD management took control and look at the situation today!!
As an agent with AA the computer ONLY clears at a certain time before boarding, but we do it way beforehand usually. Most of us delete what the computer does anyways. Before the flight, let the agent know you’re willing to split. If not, there may not be time to find you on board and ask… then move you etc etc.
Sorry, but this is a dumb policy. To those who think coupled would never split up, it really depends on your body size and condition. I’m 6′ 3″ (and have had multiple back surgeries). My wife is 5′ 0″.
We usually book and pay FC, but there are times where we get stuck way in the back due to something like a canceled flight. This happened recently on United (approx 2 hr flight), where they offered me the only FC upgrade and I took it.
My wife doesn’t care at all. On most planes, I can’t sit in a non-economy plus seat without having to turn my legs sideways or spread spread out my knees to both sides. She still has legroom even when the seat in front of her reclines.
I’m a Delta gate agent and when it comes to middle seats in comfort 99% of people don’t want it. Also there is a feature on the app that allows us to see if a person Wouldn’t mind a middle seat but not many people use it. As far as upgrading someone who already sat down that would mean delaying the flight for at least 5 min and that could mean a massive inconvenience for someone with a tight connection.
I guessed it would take 22 replies before someone would invoke a “Boeing is BAD!” reply. Looks like I was wrong by about 10 replies.
A couple got upgraded on my recent flight, but had to take the A and F seats in the same row. She solved that by sitting in my B seat. I didn’t approach them. I just handed my boarding pass to the FA. Of course, the FA, after talking to them, asked if I’d take the F seat. I said I reserved an aisle seat, and that’s what I wanted. The very nice guy assigned to E volunteered to move to F. I really wanted to give the couple grief. I also didn’t want the FA to get stuck in the middle. But, all in all, I didn’t want the husband as a seatmate. My new seatmate was a great guy. Ban upgrades and this won’t happen.
To those who want to ban upgrades: airlines can’t. They fly full these days by over booking every flight. If they don’t upgrade people into empty first class seats (more) people who paid for the flight are left behind at the gate. Get over yourself and your superiority complex.
To those frequent flyers agrieved at being skipped on the upgrade list: you are not owed anything, get over yourself. There’s always plenty of loyal passengers deserving of an upgrade. If upgrading a solo traveler works better for the airline that’s just the way it is today.
I spent THOUSANDS of dollars last November for flights for my sister and I to LA and on the return flight back I got a call from a ‘delta agent’ telling me that I would NOT be flying first class on my return flight and I also learned that my sister was NOT going to be flying in Delta ‘Comfort’, either, as I had paid for. The ‘Delta agent’ said that Delta was “awarding” me 300 Delta flight credits, ‘for (my) trouble’ – that had to be used in 12 months or they magically disappear! Delta instead placed both me and my sister in the back of the plane! Delta NEVER refunded my money, ever, period! When I contacted the FAA and the DOT they both said that the refund SHOULD have been immediate!!! When I spoke with the FAA and the DOT I said that if this had been ANY other business this would be regarded as FRAUD! Both agencies agreed and assured me that new regulations WOULD be coming that would hold Delta and other airlines accountable in cases like mine. I’m still out a lot of money! Still, NO refund from Delta!!