Upgrade Request isn’t Listed at Gate
There are many times I request an upgrade using the 500-mile coupons when I book a flight or maybe a couple of weeks before the day of the trip. However, there have been times I don’t get upgraded, and I think they have sold out first class or people with higher status than me (as platinum) got the seats. However, when I show up at the gate, my name is not even on the upgrade list that is displayed on the gate monitor, and there are still open seats. I ask the gate agent why my name isn't on the list and they claim I never made the upgrade request. I have even called customer service, and they can’t explain why this happens. I also find there are times I don’t get the upgrade, and pilots are sitting in first class; I am hoping these guys have paid for these seats. Does this happen to anyone else as well? It would be nice if American could explain why this happens.