I'm not sure if this qualifies for this forum but it is certainly a Delta IT issue.

I am a medallion member and get e-mail upgrade notifications fairly often. However, if I don't get upgraded in advance, I watch the gate waitlist (like everybody else).

Here is the problem - for the past year or so, if I fail to get upgraded in advance I usually check upon bag check and I appear on the waitlist but when the flight gets passed to the gate I disappear from the upgrade list.

If I get there far enough in advance I can have the gate agent perform a little keyboard dance and I appear. But that is not always possible and I know that I have missed a couple of opportunities because of this.

Several calls to customer service (one that lasted two hours - talk time not hold time) have been unfruitful. An e-mail to CS garnered the usual reply (forwarded to appropriate department) and then nothing. Another e-mail inquiry resulted in the assurance that it was forwarded to IT but nothing yet. The problem has existed for about a year and the e-mail was sent months ago.

Has anyone experienced something similar? Does anyone have any suggestions for pursuing this and getting some results?

Thanks in advance for any input.