I don't generally expect upgrades as a Silver flying an X fare with a companion, but before checking into west coast shuttle SEA-LAX on Friday, I noticed C+ was completely empty and there was F upgrade space. I hadn't cleared, so I called the medallion line to figure out why.
First, the agent verified there was space. Finding it, he was stumped and called a supervisor, and came back with:
Reason #1: "Silvers are not eligible for complimentary upgrades."
I sensed this call was not going to go well, but said simply, "We both know that's wrong." He called another supervisor, and came back with:
Reason #2: "Your fare class is not eligible for complimentary upgrades. This should have be very clear when you purchased it."
He sensed I was not satisfied and was not going to give me a good review on the survey; he protested he would make an exception if allowed. I pointed him to the web page that lists X class clearly among the fare classes eligible for complimentary and companion upgrades. I was then connected directly to a supervisor in Atlanta (so she identified herself), who explained:
Reason #3: "Your flight has lie-flat seats, which are not eligible for complimentary upgrades."
So here's a rumor: A supervisor told me DL is now flying B717s with lie-flat seats on the west coast shuttle.
I pushed back on this, and she noted my companion didn't have her Skymiles number in the record (the actual problem). Once my companion's Skymiles number was in, she offered us seats in C+ (because, you know, the lie-flat). I asked where we were on the F upgrade list...and we had cleared automagically.
In the end, I got my upgrade and had a good flight, but jeez Delta, if you're going to make the program rules, at least follow them: don't just lie to me repeatedly about the benefits to get me off the phone.