This would be a good topic for continuous comments.

I was in SFO the other day and I overheard a gate agent telling another gate agent that she downgraded a platinum that had been automatically upgraded at the gate because he was an .......! Her words, not mine. She then upgraded someone else that was more pleasant.
I have always felt that these people have more so-called power than they let on and now I know it.

flight number and date should go to CO Insider. but, did you see the GA give the new boarding pass to said Platinum? are you sure this happened?

Absolutely

So THAT's why I got that one upgrade a couple years ago :P

Seriously, if the person that was a total p***k to the gate agent shouldn't be too surprised

Since you are so sure, please pm the details to COInsider as fctsty suggested. When GAs are able to determine upgrades based on how they feel about someone, they've gone too far and need to be re(s)trained.

This is a service business. There are good customers and there are nasty customers, and everyone in this business knows you get both and how to deal with them.

Benefits are given to customers based on company policy, not on the whim of front-line agents. If a customer is being abusive, the agent is free to bring the issue up with the crew and determine if they should fly or not - but they don't get to pick and choose which benefits to give and which to deny.

Add my voice to the calls for an investigation - please PM our Insider.

I'm curious to know what that customer was all bent out of shape about, especially if they already had their upgrade and were at the gate. Once I have my upgrade and seat and fought my way through the TSA gauntlet, I'm generally very calm and quiet - what is there to get upset about? Just board and enjoy...

Several years ago my father in his late seventies and quite charming was travelling to visit us in Seattle and got an unexpected upgrade at the gate in Cleveland. I don't even think he has a FF number to his name.... When he asked why he was so fortunate the agent replied that she had told herself she would upgrade the first passenger that made her laugh that day......

I wonder what the downgrade passenger would do when he/she gets an e-mail alert but no upgrade!

Those agents should be fired! Not only did they knowingly and blatantly violate company police, but (more importantly?) they let a customer overhear them berating other loyal customers. It's one thing to silently make a mistake, but to do it openly enough in front of the very people that pay their salary is just dispicable.

Depending on how many "several years ago" - upgrades did not exist at the start of the FF programs (in the 1980's). Before the FF programs with upgrade capability - agents from DCA would upgrade me into the empty FC cabin - since they knew me from being a very frequent customer. Maybe this was the case with your father - 20 years ago. Also - FC may not have been completely full - after all Elite upgrades were process (rare - but it still happens).

Do not know the facts here - but it could be that the person knew they had been upgraded and the "power trip" gate agent held off on giving out the new boarding passes - which likely ticked off the person referenced.

No wonder I rode in coach yesterday on the noon flight TPA-EWR

This thread gives me more confirmation and answers to the questions I posed in my earlier thread:

Why am I mistrusting GAs on Handing Out Upgrades?

Especially if they had printed thier boarding pass already! And even worse... they hear someone else get upgraded.

I know my flights are out of SJC or SFO but still, I am batting close to 0%.
There was a thread not too long ago about this and Scott (CO insider) chimed in to the disucussion and said would look into that.
not sure what happened.
I think we have all had our concerns about the "fairness" of the whole process.
there goes my 2 cents.

Good thing I'm an unusually pleasant person!