You ask a good question and present a problem that surely arises in every single FF program.

First, I understand the policy of upgrading based on status. NW should reward its most frequent flyers and this is one way to do it.

However, there tends to be a lot of misinformation passed on to paxs. We don't get the airline handbook. We don't have access to codes and the inside fine print. We certainly don't get to peek over the counter & review everything on the computer screen. We get our nice little membership guide & muddle along as best we can.

This site is the best way for most people to get information. And if one is not a true frequent flyer or simply obcessed with miles, one never knows the real skinny. Gate agents & those at the check in counter have a schedule to keep. They move fast & try to answer questions, but they don't always get it right. A pax can only go on what she/he is told.

From personal experience, I am sure the first agent did assure him he would be upgraded. He just didn't explain that could change in 30 seconds if a GL or PLT showed up. That information, is not in the WP membership guide and isn't explained.

We are all taught from pre school to stand in a line & wait our turn. "no cuts" is the watch word since kindergarden. So, yes, it erks when you've waited (& waited & waited) only to be displaced by johnny platinum last minute.

I have been assured many times. I have been told "you're all set". I have learned to take that as the equivalent of "no problem" in a foreign country. There is a problem, you aren't all set, and we assure you of nothing. Some people don't have that mind set. Until I am holding a boarding pass with a seat assignment in the front of the cabin, I don't believe anything anyone tells me.

Now, should it be first come first served? Yes, if that is how you market/sell it. However, if its really first come first serve unless someone with more status than you strolls up 15 minutes before boarding whilst you have been camped out in the departure lounge for 4 hours just to ensure the upgrade, make it public.

Tell paxs that no matter when they checked in, no matter their fare class, if someone has higher status, you are S.O.L. If the rules were clearly defined and everyone understood, problems later would be greatly reduced.