I know I'm going slightly off-topic here, so let me first reiterate what many have already said in response to MRJ: upgrades should be status-based and the relevant policies should be clearly communicated to customers, reservation clerks and gate agents. Still, it's impossible not to run into d***heads in any service role, for which MRJ and others on the frontlines have my heartfelt sympathies.

Having said that, I must relate a fabulous experience I had this past week, on a RNO-AUS-RNO trip. NW coupon, CO metal, IAH cnxn. A major screw-up with my record meant that despite being NW Plat AND despite being told twice on the phone that I had been upgraded, I got to the airport to find out it hadn't "gone through"... don't ask! Not only did CO gate agents upgrade my wife and me at the airport, on 3 of the 4 legs they also upgraded my mom!

On the way back, the Austin gate agent couldn't upgrade all of us on the IAH-RNO leg right away. I told her, no problem, figuring I'd try again when we reached IAH. But she came on board just before the doors closed and handed me the two upgraded boarding cards for my mom and my wife! I nearly fell out of the plush leather seat :-)

In general, my experience is similar to Vulcan's - CO staff seems to have no problem doing stuff like reseating wait-listed flyers that have already taken their assigned coach seats. NW staff, on the other hand, usually seem too frazzled and short-handed to go the extra inch.

Combined with other excellent experiences in the recent past, a superior product (better first-class seats, better food, better entertainment, heck, even better magazines) and more competent and friendlier service, I've decided to focus future travel on CO metal and CO coupons in preference to NW. NW continues to offer a better ex-RNO schedule, but I plan to vote with my dollars (ok, my company's dollars!) whenever possible.

-Pushpak