Originally Posted by bsdstone

Trying to use my plus points on a route from ORD - OGG tomorrow for me and my wife. Applied them over a month ago. I got waitlisted for premium economy or first class. Watching premium economy start to get full and we are 4 and 5 on the waitlist and 9 seats are currently available for a 9:25am flight tomorrow. I called customer service and asked what was going on...I was offered to buy up to premium economy and declined and checked in. I was told that 1K members would get the upgrade complimentary over a platinum (me) using plus points...I'm thoroughly confused by that...what is the value of using plus points then if I don't move ahead of someone waiting on a complimentary upgrade?