On my flight today DL574 ATL —> SFO, I had called into the Diamond line to request to use two upgrade certificates for myself and my companion. Original seats were booked in the main cabin. We were successfully waitlisted for FC upgrades, and at 30 min. prior to takeoff and just before boarding began, we were showing as #2 and #3 on the upgrade list for 5 available seats.

We make our way to the gate from the SkyClub for boarding, and it appeared as if our upgrade had cleared - with our on app seat assignments being listed as 1B and 1C. Our boarding passes had somehow disappeared, however, so we checked with the gate agent. To my surprise, we were presented with boarding passes for C+ in 10B and 10C - despite our being listed as in seats 1B and 1C on our app and also in the cleared upgrade list on the gate monitors.

The cleared upgrade list on app presented something strange - both me and my companion had been upgraded into BOTH C+ and FC, and it also appeared as if two other passengers were also assigned out FC seats 1B and 1C. I immediately requested a redcoat to help with the situation as the gate agents weren’t sure what had happened and kept insisting that 10B and 10C were our ‘correct’ assigned seats.

The redcoat hadn’t shown up by the time the boarding doors were about to close, and despite my protests to the GAs to wait until we could speak to someone, they had to go ahead and close the boarding doors without us onboard.

We finally spoke with a redcoat, who informed us the issue had been due to a ‘ship change’ and requested we contact the Medallion line for refunds. I explained to her that we hadn’t paid for the upgrades, but rather, that I believed there was a screw-up someplace and that we were incorrectly denied our upgrades and had to miss the original flight despite being at the gate 45 minutes prior to takeoff. She was unfortunately unhelpful and only offered to rebook us on the next flight out in Main Cabin.

I’ve attached screenshots of our ‘cleared’ seats in the Delta app as well as the very confusing upgrade list. I’m almost positive that the GA processing the upgrades made a mistake (perhaps in first upgrading us from Main Cabin to FC, then ‘upgrading’ us again into C+?), but before I contact the Medallion line, I wanted to check here and see if anyone else has had a similarly negative experience and what (if anything) Delta was able to do for you.

Thanks in advance!