Gold status
Date: March 9th, 2019
Flight: WS 223
Route: YWG-YYC
Upgraded: (Y/N): Eventually
Original Fare: Flex
When?: At gate

Flying a Econo flex fare that supposed to depart the following day but paid the 54.00 to change it to Saturday night. At priority check in, I asked what the criteria is for being upgraded to premium. I was told that upgrades are complimentary and they don't do that anymore. I pointed out that beginning this past December, Gold and Platinum guests had eligibility to upgrades. The agent says it has been quite confusing and asked his supervisor to speak to me about it. She says they don't do complimentary upgrades anymore and that there are vouchers available. I was quite surprised to hear this from a supervisor. I told her that according to their own website that effective early December, Gold members flying on a econo flex fare or higher were eligible for upgrades. She said that wasn't how she understood it. I wasn't about to complain, I just wanted some clarification on the policy. It's disappointing that staff are not aware of the policy and can't explain it.
When I got to the gate, the original agent waved me over and explained that he gave me a complimentary upgrade to premium and realized that it added to the confusion but wanted to do something because I was pleasant and didn't raise a fuss earlier. I appreciated that very much. I had my choice of seat because there was no one else in Premium.

I'm still confused but then again, I have already qualified for Gold until July 2020 and still haven't got luggage tags from this past year.