I experienced an upgrade problem last week. Was checking a bag so checked in at kiosk instead of online. Normally, the kiosk will say something like, "on upgrade list." This time it said, "Unable to process upgrade." I checked with the ticket agent, and she said, "No problem. You're on the upgrade list." The same thing happened to me once last year when I checked in at the kiosk, and the ticket agent checked and said, "No problem. You're on the upgrade list." I called the PM line and was told, "No problem. You're on the upgrade list." I inquired at the gate and the gate agent said, "If you're a PM you should have been upgraded. We've already done all the GM's." Luckily there was a seat left, and she upgraded me. Couldn't tell me why my upgrade didn't process. This time, the ticket agent again checked and told me, "No problem. You're on the upgrade list." Unfortunately, by the time I got to the gate all first class seats were gone. I don't know what the glitch is.