A Delta Air Lines elite member reports that they were flying out of Detroit, 5 empty seats remained on the first class upgrade list (they were number one of the list and should have been upgraded), but the gate agent didn’t bother with upgrades.
I walked to the boarding door and called for the [gate agent] on the jetway, and said look, there’s 5 empties in first and 12 people on the list, are you just going to leave them hanging? Without hesitation they said “Yes,” but then said to me, “feel free to take any open seat in F.” What about the other 4 people? “Sorry,” and they walked away.
I hear from readers all the time that this happens with Delta, and I don’t hear about it the same way with United, American or Alaska Airlines.
Occasionally I will see U.S. airlines with first class seats empty with the doors close, with passengers still on the upgrade list. However, this is usually because:
- The cabin was full, but someone didn’t make the flight at the last minute. Usually this means that they misconnected.
- And the gate agent doesn’t come on board to bring someone up from coach, worried that the time it takes at the last minute could make the flight late by a minute or two (or they’ve simply chosen not to bother with it).
Either way, “D0” exact on-time departures is the excuse. But here, with Delta, it seems to be something different.
Readers tell me about first class cabins going out with empty seats with passengers still on the upgrade list – starting at empty seats up front that they’re entitled to.
Delta says only about 12% of their first class seats go to upgrades, while 15 years ago, 81% of first class seats went to upgrades, awards and employees.
American, Delta and United have all become adept at selling coach passengers upgrades to first class for tens of dollars, sometimes as little as $40. Delta will even sell long haul business class for as little as $299 more than coach.
For the most part, upgrades have been tough to get because (1) premium demand has grown while the supply of premium seats hasn’t kept up, and (2) airlines have shifted their merchandising to take less money for those seats from any willing buyer rather than honor frequent flyer upgrades.
However part of the reason why Delta’s upgrade percentage is so low, it seems, is because gate agents at Delta just don’t process upgrades as reliably as they do at other airlines. Last month I wrote about several instances.
1st class seats sitting empty despite my husband putting in a regional certificate?
byu/a-a-a-ronica indelta
Meanwhile, 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.
And 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.
Delta promises unlimited complimentary upgrades into available first class seats. At the corporate level they hate upgrades and maybe that flows down to the rank and file?
This seldom, if ever, happened. Then during the pandemic, it started happening a lot. It’s happening now at least every couple flights. And not just at random out-stations with staff who are contracted and not actual Delta employees. It’s now happening at major airports, including the DTW hub.
People in the US generally feel pretty entitled, always looking for freebies and getting around the rules. Do what I do, buy a first class ticket if you want to buy first class.
Or, Karl, do what I do – not be loyal anymore to any airline or hotel chain. My expectations are zero, so I’m never disappointed. However, there was a time I flew 40 weeks a year and did some really outrageous itineraries just to fly on my preferred airline — they got my money, I got some perks. Those days are over.
Not to make excuses in the article’s complaint, but coming back from London on the 767-400, 16 Delta One seats were open. I questioned the gate agent and the answer was “payload optimized”. Further checking when I got back home was that the 767-400 and the A321neo have W&B issues. The 767-400 cargo is loaded into the big “cans” that one sees being mechanically lifted into the forward cargo compartment. These “cans” will not fit in the aft baggage compartment. Thus, if cargo in the forward compartment is too much, then upgrades cannot be processed. IF the Delta One seat is “sold”, then the corresponding cargo weight will be moved from the “can” aft if possible. Otherwise, it it removed from travel. The same basic thing happens with the A321neo.
I strongly suspect that this is happening in hubs as a result of first class passengers misconnecting esp. from international flights where the gate agent has no idea where people are in the customs and immigration clearance process. Also, while they can predict with some certainty how long it would take a healthy person to get from one gate to another with a standard connection, there is no information on how healthy a person is or how much effort they put into getting to the gate, even for a domestic connection.
And, ultimately, I suspect it comes down to a change in practice, if not policy, that if you have boarded the aircraft, the gate agent is not coming onto the plane with a standby passenger (if there is one), move you up, and then put the standby passenger in your previous seat.
I would like to hear someone’s experience who is the top one or two on the standby list ask a gate agent how late they can wait to board; I would bet the gate agent might acknowledge you are there but tell you that you will have to check bags if they are at that stage in the flight.
As for outstations, it probably still comes down to whether you are onboard or in the gate area.
I doubt seriously that DL extends much if any grace to first class passengers that have not met the check in requirement and are not onboard but most DL flights start boarding before the check in cut off which means first class passengers have already been invited to board before the check in cutoff.
Karl, can you please explain to us how it is entitled to expect to receive a benefit you’ve been promised by a company, in exchange for the business you give to them? Genuinely asking.
win
that is common with many aircraft esp. widebodies.
The forward bins are preferred for cargo and on some planes, the rear door is not as large.
And while the MAX gets all of the bad press for the MCAS system that went haywire, the heavier engines on the NEO also affect performance and handling.
Pretty sure it’s just the result of pure laziness of entitled employees, and not a top down directive.
More & more people have been saying they are discontinuing their loyalty to Delta because of topics like this. From award redemptions being too high to the credit card not being worth it anymore because of junk status.
It’s 2025 and it sounds like the year Delta might take a huge hit all around.
You are privileged Delta lets you buy tickets on their state of the art aircraft
The gate wardens have decided elites are nor worthy so that’s it done!
Blame the executives not the front line employees. I will say that in close to a million miles on United this has not happened to me.
“Delta promises unlimited complimentary upgrades into available first class seats”
The key word is “available”. If they sell that seat for a $10 upcharge from coach, then it’s not available. Empty is more maddening, but no foul to call when the seat was sold – even for a song
Even if the seats fly empty, upgrades are a courtesy provided to certain flyers. They should not be expected. No airline is obligated to “honor the upgrades” that are a courtesy to begin with. And the column even uses the actual word “entitled” to describe the right of Diamonds (or whatever) to any empty first class seats. No one is entitled to anything here
I used to get upgraded on about half of my flights/segments, but not any more. There also used to be uncrowded lounges that only served hummus in tubes with carrots and celery. And a lot of empty seats. And different business models. And flight attendants were called stewardesses and were required to be female and wear skirts and heels
Bottom line, the industry is changing as it always has, and the latest throes of upheaval mean that there generally won’t be free upgrades. And no amount of righteous anger from people used to flying in first for free is going to change that. It’s not a new policy. It’s a new business.
And people can threaten to stop being loyal, but that’s fine with the airlines. Clearly they are now making money differently than in the past, with loyalty not as important when travel had become so democratized that everyone is scrambling to get on flights. They don’t need loyal members like they used to when planes weren’t full, and the value to the customer of loyalty is being downward-adjusted in response to that
You can threaten to go to American and United and whatever, but on the way over you’ll pass people from those loyalty programs streaming over to Delta in a huff because American and United don’t properly appreciate them
In travel, there’s really two types of passengers/guests. The “frequents” who follow the game and know the system and the one-off travelers who could care less. The one-offs are usually not brand-loyal. However, the “frequents” who are loyal and earn status should be the ones that the airline ensures remain loyal. Delta was very good at this in the past. However, with the switch to MQD’s, the lounge-cap, and now potentially this issue…I can foresee many loyalists switching allegiance or just becoming free agents. This seems like an easy fix. Make this an absolute part of the GA’s job without exception. So, in effect the problem is coming from the top. Managment’s job is to fix issues as they become aware of them. If you’re #1 on the list….and there’s an open seat in FC…you should get that seat. Period.
To running jock….bahahahaha. “It’s 2025 and it sounds like the year Delta might take a huge hit all around”. You must not read other Delta Air Lines headlines, like the most recent one where they made bookuu bucks last quarter and expect even more bookuu in 2025
We were flying MSP-ICN and high on the standby list. Gate agent closed the door, not boarding 20+ people with plenty of seats. Fortunately a FA on board noticed and talked to pilot. Pilot called ATL, then they called MSP and door reopened and we were all boarded. I presume (but don’t know) lazy gate agents.
I see this happening more and more often with Delta. It’s my understanding their gate agents are under such pressure to not just close the door on time, but early, in an effort to boost DOT metrics. This is absolutely shameful. Customers who’ve exchanged their loyalty to the company are absolutely entitled to those seats, even if processing upgrades causes a delay. Same for employees traveling non-revenue, as this benefit is part of their employment. Gate agents are no longer recognizing customer loyalty. Instead, everyone is treated like cattle.
Thanks for posting this Gary!
Tim Dunn said, “I strongly suspect that this is happening in hubs as a result of first class passengers misconnecting esp. from international flights where the gate agent has no idea where people are in the customs and immigration clearance process. Also, while they can predict with some certainty how long it would take a healthy person to get from one gate to another with a standard connection, there is no information on how healthy a person is or how much effort they put into getting to the gate, even for a domestic connection.”
The Delta Air Lines app utilizes your location data to inform the gate agent about your real-time ability to catch your flight. The Delta app can determine whether you are in the airport, a parking lot, or a lounge. When you grant the Delta app permission to access your precise location, it can track your whereabouts. By using GPS coordinates from your phone when you’re within 100 feet of the departure gate, there is a strong likelihood that you will board your flight, and you should receive your first-class upgrade instead of your flight departing with empty first-class seats.
Baseless. Was it only one GA ? Can they be disciplined if the flight doesn’t depart on time ? Don’t be so quick to throw the GA under the bus.
I feel like at least some of this comes down to IT. I’m pretty sure on United for example you can’t close out the flgiht without processing the upgrade list. And when the list processes it instantly upgrades in the app. I have had 1 cases in the past 2-3 years where my upgrade processed and showed in the app but the GA didn’t come on the plane to get me… Just moved myself up to the assigned seat.
Although in general, if it looks like I have a shot at the upgrade, I just font get on the plane until end of boarding anyway. (I normally only fly with a personal item.)
I have heard it’s company policy to leave employees at the gate if processing standbys would delay the flight (which might cause them to be fired because they would miss work due to travel). This makes me think Delta has implemented the same rule for customers. Regardless, I no longer see any value in SkyMiles. There is no award chart, and the miles they ask for basic domestic tickets is what would have gotten you in business class years ago. I feel deeply sorry for customers who are stuck with little to no reward for their loyalty. They might as well use Southwest, who has free bags anyway and free drink coupons for A+ members.
@Tim — This is just part of Delta’s dishonesty culture. The executives lie. Why not expect the same of lower level employees?
I rarely see this happen on Delta and I am on over 100 flights a year. There are actually many times I have been sitting in my seat waiting for boarding doors to close and an attendant will come and move me to first as I was next on the list and there was an open seat.
@JMK: United’s frequent flyer program is objectively better than Delta’s, unless 1) You’re a DL hub captive or 2) You get your status through credit card spend (which United gives the lowest elite qualification value to of the big three, by a large margin.)
Just like recently when Delta through SkyWest allowed a plane to fly around all day, including on 2-hour flights, with no working lavatory/bathroom. One isolated incident. A rarity said some people. But all these things added together are pretty serious and show that Delta doesn’t care.
Entitled union employees acting with impunity?
Consider me shocked!
Clearly upper management doesn’t care – they probably have a metric somewhere for flights that go out with empty FC seats while there are uncleared upgrades.
Uh, RealityChex, Delta is the least unionized of the big three airlines
This happened both ways in Comfort on a recent flight MSP-SJD. App showed 4 available, but at least 8-10 with misconnects or no-shows. Nobody on the upgrade list got processed.
Even though some gate agents are lazy, this is a condition created by Delta’s management. DL gate agents are under extreme pressure to meet D0. They are usually alone and handling multiple gates or gates that have similar times. Also Delta’s tech is extremely OLD AND SLOW. They aren’t given the time to do things properly like other airlines are.
Instead of wringing your hands on a rando blog that Lor Timmy’s paymasters (suspected at least) never read, walk away from Delta and tell them why you did.
“Waaa….I live in a hub” is not an excuse if you’re so outraged.
And if you’re not, sthu.
Last September on our way back from West Palm Beach, there 3 seats empty in First and we had previously been moved to Comfort+ but we’re #2& #3 for First. The gate agent (who already told my wife to pack her small crrossbody bag or else) came on plane went towards rear of plane (I’m thinking she’s moving #1 up) but instead she returns to front and tells flight attendant ” don’t about the empty seats” and she proceeded to shut door. I asked him when he passed by what about those seats and he said he was told by the agent to leave them empty.
I was boiling as I travel for business alone but this was with my wife and deserved to be upgraded together and not one behind the other in middle Comfort+ seats.
If Deltas product deteriorates, i will switch to United. This includes getting rid of my delta AMEX card. Cause pain for coorporate so they can go back to how they did business.
“Entitled”…. I hate that word. Nobody is “entitled” to a free upgrade. It’s a perk and be happy when it happens. Pretty sure the people that are crying about not getting upgraded one time and now the whole world is falling apart. Be grateful when you get it and if you want it, buy the damn first class ticket.
Pretty sure Mantis is just a dick.
What to do about Delta Status in 2025. I’ve been a long time Delta Reserve Amex holder with platinum status or better the last 8 years. 2024 was by far the worst from a benefits stand point and quality of service.
It seems like Delta is banking on the other airlines in the US to remain terrible so that people will continue to fly them because they are least worst.
I heard that If you board, you forfeit the upgrade. If the agent has time, they will upgrade onboard based on the list. But if it will cause a delay and they have to be written up for it, you think they will do it?
I haven’t flew delta in a few years due to ONE YEAR companion fare with SW and we fly Alaska quite a bit but I was so disappointed with Delta to/from Cancun. We flew from JFK to Cancun , that was ok but returning from Cancun to Seattle was so bad that I want to “comment” on their survey, it never arrived in my mailbox.
First, flight attendants in the commoner section were rude and full of themselves , no eye contacts and just talk among themselves. 6 hours flights – restrooms were never attended to. Ok, I don’t expect cleaning but a tidy up really helps.
Flying other airlines, such as Alaska and Southwest, I have seen the restrooms get tidy up or “refreshed” during mid flight. These are budget airlines too.
Very disappointed and will not fly Delta to US destinations even though I have many points to burn from having a AE gold card years ago. Don’t get me started on United. I have stopped flying them 20 years ago and will only fly when I have no other options!
I dont think they are required to do the upgrades once you’ve boarded especially if they are running out of time and need to close the door.
I can’t speak for Delta as I haven’t flown with them in over a decade(AA and Alaskan miles go much further), but I can happily report that on an American BOS-CLT flight last week, myself and my wife were 1 & 2 on the upgrade list but the app showed no 1st class seats open. Approximately 2 minutes before boarding, I was paged to the counter. The agent explained that there was only 1 first class seat available. She seemed sympathetic that she couldn’t move us both. I had what I consider the best main cabin extra seat so, it goes to my wife(Lot’s of points!). The agents(both exceptionally nice) manually made the change, printed updated boarding passes and they promised to keep the seat next to me, originally for my wife, empty since they couldn’t move us both. They did all this right as boarding was about to start. I know this may not be what normally occurs but it is impressive when it does.
I just flew Delta out of Detroit and I am a Diamond club member who was first on the upgrade list. The gate agent called my wife up to the counter but they only had one extra first class seat which I gave to my wife so it wasn’t true for us that they don’t bother to upgrade one person if they are flying with someone else.
I call total BS on all of this. I am a non rev and very rarely get domestic first class because any available seats are given to the upgrade list, as they should. I could show you a thousand examples of why this is all BS.
I see Brian didn’t read the article.
What didn’t I read? Tell me what I missed, big guy.
I travel a lot and I never see empty first class seats domestically. And as for employees taking those first class seats, they only are able to sit in those seats after the revenue standy list is cleared. Most FC seats are sold and due to misconnects or noshows maybe there might be 1-2 seats free for elite upgrades. At the end of the day, if you want a first class seat best is to buy it.
I flew more than 40 DL flights last year and rarely saw an empty seat in First, have noticed that there are many late adds to the top of the upgrade list though land at #1 and #2. I can empathize in that a FC bump is rare unless you are on an empty flight if you are Platinum and extremely rare for Gold and Silver. The value in Delta Medallion status is not on Delta, they don’t value frequent flyers, only Amex members, but on international flights using Skyteam. Moved all but 1 of my international trips from Delta to Skyteam and couldn’t be happier