“SPA is an automation that clears upgrades, confirmed customers awaiting seat assignments and standbys without the need for CSR intervention, giving CSRs more time to provide caring service to our customers, and complete other critical pre-departure tasks – all while reducing touchpoints throughout the travel experience for both our employees and pass travelers.”
I call BS. The only time I ever need to interact with a gate agent is when I want to request a specific seat when it's clear my upgrade will come through. That's the "caring service" I need. So, I will continue to ask for specific seats if I'm getting a gate upgrade and we'll see if a) the agents are even willing; b) if the agents can override this SPA system.
The one thing I suspect this will cut down on is how many standbys get E+ for free when they aren't supposed to have it.
-RM