Only 13% of Delta Air Lines domestic first class passengers are sitting there on upgrades. That includes flights on lightly-traveled routes where there aren’t many premium passengers, so on popular business and hub-to-hub routes the percentage is even much lower.
The airline has gotten very good about merchandising premium seats – and is willing to sell them very cheap, especially as upsells to infrequent flyers. They want to take a few tens of dollars from a once a year customer rather than upgrading a very frequent flyer who spends tens of thousands of dollars. Their President made this clear at last month’s investor day.
Delta is also most likely to skip processing upgrade lists at the gate of the major airlines.
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.
Here’s one story from Sunday:
1st class seats sitting empty despite my husband putting in a regional certificate?
byu/a-a-a-ronica indelta
Just an hour later, another flyer wrote:
As if upgrades aren’t terrible enough this year, the flight I’m currently on I was number 1 on upgrade list, 2 open seats available in first and they boarded everyone and did no upgrades…
It’s from Miami to Atlanta so it’s not that long… but what’s even the point of this status if it’s so junk. Decided I’m just fully canceling my reserve card at the end of the year.
I recently pointed to one Delta gate agent who confesses that they won’t bother to check if passengers traveling together want to be split up when there’s just one first class seat available – and just skips over them instead.
A business school case on how to squander customer loyalty.
THE premium airline. BS
I pity the hub captives that have to put up with this garbage.
It’s Delta we’re talking about here, not like a company that actually cares about the people handing them money.
I find United to be very premium in this regard, seeing the GA come onto the plane 100% of the time when there’s upgrades to process. It’s so consistent I feel like GAs must get penalized more for not processing the list than they do for a gate delay, although I almost always see the door closing while catering/baggage loading or preflight checks are still happening. (Also seems United may process the upgrade list last second as a matter of policy to max chances of selling the seats, so maybe it’s just a more routine item late in the process for them.)
I’m also usually the last one on the plane – so if I’m supposed to have the upgrade, I’ll just make them give it to me at boarding. (“Make” is loosely used here, they’ve always proactively processed it, just saves them a trip down the jetbridge.) If for some reason I do board not-last, I’ll watch the upgrade list on the app, and if they process me, I’ll move myself up (again saves them the trip to Y to get me).
ONCE a couple years ago they closed the door with me on the top of the list and an empty seat and I went for it and upgraded myself. The FA questioned it, I showed them the empty seat and my position on the upgrade list on the app, they said OK and it was good. (I would NOT have argued if I’d had any pushback at all.)
This must be evidence that Delta is a premium airline?
I used to get upgrades as silver. WhenI became gold, it was a near guarantee.
Their most loyal customers must have not become premium enough for them.
DL is the most actively evil airline in the world. Admit it and join me in the freedom of not having to follow the fleeced sheep who constantly beat about DL being wonderful and being led around by their shepherd Tim Dunn.
The upgrade certificates from Delta are merely another promise from the airline, one which they seldom keep.
The gate agents clearly view them as a non-revenue generating activity (for which they aren’t paid, versus an on-time departure, for which they are). Any questions?
You write this:
Delta is also most likely to skip processing upgrade lists at the gate of the major airlines
What does this even mean?
This is very frustrating. Happens from time to time on American, usually on short flights where gate agents think passengers won’t care. One way around it is if you’re number one on the list (not number nine) go up and ask the gate agent are there any open seats. The answer will likely be no but ask if there’s a no show/misconnect will they come get you out of coach. Might not work all the time but at least the gate agent has promised to come get you.
Good for Delta. These upgrade whiners aren’t paying their fares anyway. Their companies are. Delta has already been paid by their company. They don’t make money off upgrades, unless they upsell coach passengers to first. Again, good for them.
On Monday I was 2nd for FC with 3 seats, next thing I know upgrades were done, all 3 seats were gone, somehow a couple got put in front of me and I was #1 on the list. Maybe they checked in late, or something lol.
I got into my C+ seat and before the door shut a Gate Agent came on, asked for my ID and moved me to an open FC seat.
This is the 3rd time Delta has done an onboard upgrade to first for me this year, and different airports as well.
This story is getting very old. If you want J or F, pay for it or pay the upgrade that you claim Delta is selling for tens of dollars to every other pax. It is smart for Delta to discount the seats so new people can try the product and desire to purchase it for their next trip. Delta’s profit margin is 13%, it doesn’t make money on Y paxs and needs to monetize the cabin space.
Relentless devaluation of miles – despite them being harder to earn in lower Medallion tiers – was tolerated. SkyPesos as the running joke.
Now they take away upgrade potential.
What is left – free bags and seat choice? Annual gift?
Hard to get his to pencil out to justify chasing status. DL won’t do sh*t to change their path until they see the credit cards impacted.
Add another item to this list – try to use your companion certificate on a flight you actually want. It is near impossible.
I just looked at upgrades to first class from our premium economy seats for a May flight NY-Minneapolis – Tokyo. NY – Minn. is $550+ and Linn-Tokyo is $3300.+ . Doing it with miles is also crazy – Minn- Tokyo is 310,00 + miles. I probably could get the seats for the same number of miles WITHOUT the upgrade. Right now, in the first class section, 3 seats are taken and 9 are vacant. Suggestions?
jesus Ass Grifting mcchrist.
Buy a first class seat if you feel entitled to one.
At one time 1st class was a luxury that did not involve every seat occupied. I’ve been on flights where each coach passenger had a row to themselves while 1st class people were bumping elbows (on domestic flights) 1st class is a pitiful joke unless you are on a long haul international flight.
If you want first just buy it or pay for the upgrade (usually a reasonable cost). So sick of the OPM whiners wanting something for nothing. And don’t tell me about all you “suffer” or the “loyalty” you have. I’ve flown 8 million miles before I retired and am lifetime elite on DL, AA and UA. I remember the good old days when my upgrades were almost guaranteed. It is a new world, airlines are all monetizing premium seats and you will not be getting the upgrades so get over yourselves. Adapt or not but PLEASE quit the whining – it is sad and pathetic.
Don’t expect any courtesy or loyalty from an airline anymore. It’s a pity there is so little competition now.
Probably happened to me a half a dozen times over the years. I’m first on the upgrade list and we take off with an empty FC seat. I’ve also had the GA come to me on the plane about a half dozen times to ask if I’d like to move up to FC. I’ve had GAs stop me at the gate and ask me if I want to wait before boarding because a FC seat might come open. It is what it is. Has Delta consistently gone downhill as far as their treatment of frequent business flyers goes? Without question. It’s to the point where there is no point in chasing status because there is no benefit to it. Am I “loyal” to Delta? Depends on what you mean by loyal. Delta is convenient for me and consistently gets me where I need to go with the least amount of disruption. The “gets me where I need to go with the least amount of disruption” is key to me. What doesn’t matter to me is upgrade potential. Is it nice? Absolutely! Do I expect it? Depends on the route I’m flying. Do I think I deserve it? Absolutely not. At the end of the day, I get to where I am supposed to go and I fly in Comfort + when I only paid for Main Cabin. I am content with that. If I am bound and determined to fly FC then I need to pay for FC or not complain when I don’t get upgraded.
I am Platinum for life for Air France, on a Facebook dedicated page, I read many, many stories like this, including AF offering a last minute better price to get upgraded when you are Silver, more expensive as a Platinum . Some guys add their frequent flyer at the very last moment !
You guys that fly often is that you paying or your company? There used to be a courtesy among employees that if possible my husband ,who flew for the company, would on rare occasion get an open seat in first. They just don’t want to service another seat upfront. No one is looking for a freebie just appreciation.
I will admit that AA actually does a good job with this? There have been times when I was ‘brought forward’ and nabbed the open seat. I’ve also seen it where two people- traveling together but not on the same ticket to a work conference- where one of them got upgraded to the 1st class seat next to me. She was excited- this was her 1st time in 1st class and it was a free upgrade! (And I think *everyone* on this blog remembers that feeling? lol) But her colleague had WAYYYYY more status, so it was an unusual situation where the higher status colleague walked past her on her way to the dungeon of coach. 😉
When will these so called Delta “elites” realize that Delta is showing them both the middle fingers. Question is what are they going to do about it ?
If Delta doesn’t want to do upgrades simply get rid of them. Flyers can continue to play the upgrade lottery and usually they won’t win. Also if you’re traveling together and you’re number one and two determine if you will split up and who will go up front. Convey that to the gate agent so that the gate agent understands that he/she won’t have to take the time to have a discussion on whether you will take the upgrade or not.
What I would want to know is if there’s a no show will the system automatically update you? If that’s the case your seat should refresh or at worst show you upgraded on the app.
In my opinion, Delta owes the customer who would have otherwise been upgraded but for the gate agents willful negligence The difference in cost between the Coach seat and the first class seat. It’s only right. If they buy a $400 ticket and should have been upgraded into a $1,000 seat but we’re not because the gate agent was lazy, stupid, obnoxious or having a bad day–then that is a $600 upgrade to which the passenger was entitled and did not receive and they should be fully and fairly compensated for the value of that upgrade–unless Delta believes that the upgrade is worth less (in which case they shouldn’t rip people off for it–like they frequently do when they tell you that it includes snacks and beverages only to find out that due to some made up rule that’s not clearly communicated at the time that the ticket is purchased that there will be no refreshmenta served on the flight whatsoever. It’s amazing how they’ve managed to convince people that they care about customers and always do the right thing when in fact they frequently do the wrong thing and don’t care at all.
As an Air France Gold, I expect nothing from Sky Team partner Delta, and Delta always meets expectations.
First world problems .
You want FC, buy it.
I buy FC on UA for the comfort/space and to make sure a 1k doesn’t get upgraded. 😀
As someone who regularly buys revenue F, I’m ok with this practice. I would rather have more space up front anyway. Free upgrades should be phased out of loyalty programs altogether in favor of other value propositions such as more attentive and personalized customer services on the ground for elites.
With all the complaining about Delta I read in this site, I find it hard to understand why people continue to patronize Delta. Their cash fares are consistently higher that the other 2 US airlines and their mileage redemption costs are comical. Vote with your dollars, peeps!
It is sad that some readers interpret these anecdotal one off experiences as evidence of a systematic failure by an airline. All the complaining about Delta on this site is primarily related to the site owner holding a grudge against the airline because his previous status doesn’t appear to be worth as much as before..
They were holding the seats empty in case the following passenger showed up at the gate unannounced at the last minute with his knee pads…
DUN T
The good thing about all the hoo-haa over upgrades is that is settles the question once and for all about the wisdom of chasing “loyalty”. For us experienced flyers – those with at least three full decades of air travel experience – chasing loyalty today is the sign of a sucker. The decision is easy: If I insist on being up front, I either pay for the ticket or don’t fly at all. And if I don’t fly, there is always a car…..or a Zoom call.
Oh FFS would you please please please stop your constant WHINING about someone not giving you something for which you didn’t pay! You never freaking stop about your beshitted Platinum upgrade
I used to get upgraded by Delta on 50pct of my flights, more or less. Now it’s been zero for years. So I buy FC if I want to fly FC. I don’t care if they get $2 for the seat that you insist you should have for free. It’s $2 they wouldn’t otherwise have. Or $200 or $139 or $525 or whatever the upcharge is, it’s money that is their right to charge and not your right to demand.
If it was good for their business to give you your free upgrade, then they would. But it’s not so they don’t. You might as well howl into the wind that they won’t sell seats peak time for $75 RT. Not good for business, so not doing it
I’ve been paying for FC upcharges for so long now that I’d stopped thinking about it until I ran across your constant haranguing about it. Now when I pay and make my way to my larger FC seat and order my free pre-flight cocktail, I’ll wonder if you’re somewhere back in MC marinating in your stupid status while you bang out another column smoldering about not getting your free crap. And I’ll smile.
My money (*anyone’s* money) >>>> your status
Gary, I feel bad for all the hate. These are good, solid posts with pertinent information. For the people who say its a first world problem, you’ve obviously not spent thousands on Delta b/c these expectations are NOT unrealistic and they were the premium airline, they just have chosen to be a fair airline b/c lack of competition, esspecially as SWA is slowly pulling out of Atlanta, having been beaten by the Almighty Delta. I’ve been a Platinum for 5 years, just made Diamond. Doesnt seem to be worth much. Not sure gonna keep the Amex Reserve card. The only thing I feel I get as a top tier is the 800 line and people who care. The FA onboard are junior with little customer service training. They may train how to evacuate the plane but customer service is lacking. And almost every flight i take to Florida or Chicago are these 50 year old 757 with constant mechanical delays and tray tables that literally fall on you. They need a major rehab on all their jets (yes, I saw they will do this, but its over a 10 year period). The CEO seems to have forgotten his elite fliers and what we bring. So sad to me. I remember Delta was truly the best – now they pretend to be better but they are now lacking behind United. No reason for that. Just spend some money on catering and training.
While I dislike upgrading, I understand the economic pressure to do so. Fine, but no plane’s departure should ever be delayed to do so. It seems the numbers would be small enough so FAs could receive a message on the device and have the lucky one(s) upgrade while waiting to push back or after the seatbelt sign goes off.
Upgrade prices are probably targeted based on your flying profile and status. I’ve never once got an upgrade offer for 10s of dollars as you keep quoting almost weekly in articles. The lowest I had was 120 and more often than not it’s in the region of 250-400 for a flight of just 2-3 hours. I travel regularly but don’t spend enough to reach since Silver on Delta or Gold on AA since my flying is split between carriers and any company travel is always in coach
I tried to pay for an upgrade on Delta….from Delta Comfort to First….I wasn’t asking for anything for free. I was also put on the upgrade list. They’d say no seats were available but clearly they were. They’d rather charge the full fare to someone else than the upgrade fare to someone already booked.
rade
I don’t know what generation the people complaining about not getting complementary upgrades are from, but I do remember the hub bub saying the boomer generation screwed everything up and such and such generation was the most egalitarian ever without any desire for elitism.
But then to read about how so many people are now wanting to ditch Delta because their elite status isn’t worth it anymore is food for thought.
There are tissues for your issues. This will probably be a trend.
The whole upgrade thing is a scam. I booked a flight from Atlanta to Seattle 3 months in advance. At the time of booking all but 2 first class seats were available. I called to apply an upgrade certificate and was told that I would be waitlisted. The agent claimed that the revenue department hadn’t released any seats for upgrades. I was offered the opportunity to pay an additional $500+ to upgrade until 3 days before my flight. I’ve never had a problem using the certificates in the past. They may be a “perk” of status but in reality they are worthless.
I’m always confused by the people who make comments about how it’s good that X company maximizes their profit by refusing to reward loyalty, and calling people upset about it whiners and grifters. “You should have bought a first class ticket.” First, WHY are you here on this points and miles blog? What do you get from this if you are so against the whole point of this hobby? And what do YOU offer the rest of us with your comments except your own version of arrogance, entitlement, and whining? You have money? You can afford the ticket? You got yours, so eff everyone else? I don’t get why you bother to be here except to troll.
Pigs get fat, hogs get slaughtered. PanAm once told its sheep passengers they were a premium airline, too. And PanAm is no more. Diamond is the new Silver in 2024 – totally worthless. Not sure how it’s legal, let alone ethical, but the upgrade buy-up offers aren’t available to those with Diamond or 360-Status. Only those without status at all. It’s funny Ed thinks flying 757’s more than 35 years old represents a “premium airline.” He’ll come begging for business when another Covid-type event causes people to stop flying. Until then – the loyalty is long gone. I was Diamond and 360 for 15 years (combined). Now, I fly whatever airline works best for my schedule. Delta is owned by AmEx. Just swipe your card – that’s all Ed cares about.
Disgusting behavior by Delta towards its loyal customers. This year, I noticed that AA treated me very well as a OW Emerald, flying into one of DL’s fortress hubs. As a Skyteam Elite Plus, I used to almost always get an upgrade into first class, even into into a DL fortress hub; but, not now, in 2024–no upgrades. Delta overpromises and underdelivers. I only appreciate status, now, because I can check three bags without fees, even when flying economy. So, now, for me, domestic high status is all about the three free checked bags, and not about the illusory upgrade. I’ve a flight booked into MIA on DL later this month, I feel educated on how I am being wronged by DL crew denying me a promised upgrade into an available first class seat. (Apparently they are reserved for their non-rev friends??)
This appears to be your “go to” article every week! I carry diamond status with Delta and I keep seeing this story over and over. You know what o am not seeing? Empty first class seats on Delta flights!
So much insufferable whining..if you haven’t figured it out yet..airlines dont care about your loyalty anymore… if you want to fly first class then pay for it
Oct 27 I flew to LHR. There were 14 D1 seats blocked. I called and messaged and could not even pay to upgrade. I asked at SkyPriority check in at MCO and he could do nothing. The staff at the SkyClub could not sell me a D1 seat with cash or miles. The gate agent could do nothing. Bring front row of PS they let me use the forward lav. There were 14 empty D1seats. The Flight Attends stated they were shocked to see the cabin so empty. From the time I booked, my return LHR-MCO flight paid 499.00 to move to D1! I was shocked they didn’t let me even pay with my Reserve card to move up front on the outbound.
I don’t use knee pads
I have flown Breeze, Southwest, Frontier, United, American, Silver, and Delta in the last few years. Delta was the worst experience I’ve ever had flying. Budget airlines took better care of their passengers.