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There’s an old saying that goes something like, “Taking second place is being the first loser.”
My wife and I just wrapped up three straight days of taking Delta Air Lines longhaul flights. We applied Regional Upgrade Certificates (RUC) to each trip.
We finished #1 and #2 on the Delta One or First Class upgrade list all three times. First and second losers. A threepeat.
And, frankly, this is an irritating situation.
Trigger Warning: this post deals with First World topics such as airline elite status, complimentary upgrades, premium seating, the privilege to fly on airplanes, traveling across the globe, and being able to use computers and mobile devices. If you’re here to comment that there are more pressing problems worldwide, please know we agree. Perhaps you’re better off enjoying a blog about galactic peace or sustainable tea steeping.
Receiving complimentary upgrades to premium cabins is a published benefit of several airline elite status programs. It’s a major reason some people pursue elite status — especially the higher tiers.
Some people are firmly in the “Want First Class? Buy First Class!” camp and seem to love shading elite status holders complaining about not getting upgraded. (I’m genuinely curious how often these people actually purchase First Class tickets — especially on their own dime.)
Others of us accept that “Want First? Buy First!” is now pretty much a reality — but still expect we’ll get upgraded at least some decent percentage of the time.
But frequent complimentary upgrades are becoming much less frequent. Airlines push to sell those seats as opposed to leaving them available for upgrades.
And Delta now sells 88% of its premium cabin. That doesn’t leave a lot of upgradeable seats.
René deLambert published a post titled “Delta Air Lines is Effectively Ending Medallion Upgrades – Why Chase Status Any longer?” There’s been plenty of reader reaction. Some people are upset that upgrades aren’t nearly as common as they once were. Others are (predictably) pushing back with the ole “Stop whining about not getting something you didn’t pay for!” line. I love the irony there, considering that earning elite status on Delta has, for the past several years, required spending requirements on either Delta or SkyTeam flights — and/or Delta SkyMiles® American Express Cards.
So, yes, there is some paying involved. And that’s never been more true than this year, when Medallion status is based solely on Medallion Qualification Dollar (MQD) earnings.
And complimentary upgrades are a published benefit of elite status.
Why is that so difficult to comprehend?
Many of us know the complimentary upgrade perk can be hit-or-miss. Various factors play into your success rate: status level, routes, whether or not you hold a certain credit card, etc.
And most of us have finished #1 on the complimentary upgrade list more times than we can count. That’s just how it goes. (Although, you never know when a gate agent will invent their own rules.)
However, Delta’s Diamond and Platinum Medallion members can select Upgrade Certificates as their Choice Benefits. And that’s where things are becoming more and more frustrating.
Why We Get Cranky About Upgrade Certificates
Regional Upgrade Certificates (RUC) and Global Upgrade Certificates (GUC) allow Delta status members to receive confirmed complimentary upgrades from Main Cabin to First Class, Premium Select (where available), or Delta One (when Premium Select is not available). (Platinum Medallions may select RUC only. Diamonds may select GUC, RUC, or a combination of both.)
When upgrade inventory is available, Medallions can apply their Upgrade Certificates to eligible flights up to several months ahead of time — and get their upgrade confirmed!
When space isn’t available, Upgrade Certificates redeemers are placed at the top of the complimentary upgrade list when that window opens, as soon as five days (to the minute) before a flight’s departure. They (are supposed to) clear on a hierarchy based on Medallion level and certificate type, with GUC trumping RUC.
It’s the whole “when space isn’t available” part that’s getting particularly irritating. And it’s becoming more and more common.
Upgrade Certificates are rewards reserved for people who reach Delta’s top two levels of annual Medallion status. But they’re getting increasingly diluted each year, thus devaluing the status tiers. Upgrade Certificates now feel like coupons to get a better spot on the upgrade list just in case Delta fails to sell every seat in the cabin.
My wife and I took three trips on Delta last week. We booked Main Cabin for each. Two of them featured Delta One. We’re both Platinum Medallions and applied my RUC (I’ll explain that in a minute):
- Day 1: Los Angeles (LAX) to Boston (BOS) — Delta One
- Day 2: Boston (BOS) to Honolulu (HNL) – Delta One and Premium Select
- Our RUC did get us Premium Select upgrades and waitlisted for Delta One
- Day 3: Honolulu (HNL) to Los Angeles (LAX) — Lie-flat First Class seats (marketed as Delta One on other routes)
We finished #1 and #2 on the Delta One or First Class upgrade list every single time. (I initially applied four RUC: two for LAX to BOS and two for BOS to HNL. When we didn’t clear for LAX to BOS, I asked Delta to apply those to our return from HNL.)
Here’s what’s irritating: plenty of seats were open during the upgrade windows for each flight. Even at the T-24 hours mark for Delta One. Even after we were late to the party applying our RUC for the flight home to Los Angeles, five seats were still open in First Class during the upgrade window. But, really, why does it so often have to come down to the upgrade window? If we’re loyal Medallion members who earn the status playing by Delta’s rules, why are Upgrade Certificates turning into such “Gotchas!”?
We travel to my original hometown of Fargo, North Dakota, once or twice a year. Our usual route is LAX or, more recently, Las Vegas (LAS) to Minneapolis-St. Paul (MSP) to Fargo (FAR). There’s usually plenty of RUC-confirmed space available — for the 45-minute flights between the Twin Cities and Fargo. But not for the hops between LAX and Minny. Wow, thanks.
And it’s not we’re outliers.
As René wrote the other day, “Readers keep telling us (not to mention Reddit and other sites) that not just complimentary upgrades but also Global Upgrade Certificates, and Regional Upgrade Certificates are more and more becoming fool’s gold and all but impossible to use year after year.”
Reader “Edw3rd” made this comment to the post: (I’ve edited this comment for clarification purposes.)
Our office has five 2 Million Miler Diamond Medallions and all of us cut back and everyone settled that lifetime Platinum will be fine and dropped (our) AmEx cards. None of us have been contacted asking why.
And I can confirm that RUCs haven’t been triggering on longer domestic flights very often, including on A330s. Last week, for an Atlanta to Phoenix roundtrip, I still ended #1 on list, after 25 seats open 5 days out, 15 open seats 2 days out, and 10 one day out. They sold all those upgrades day-of? Sorry folks but something is off when Diamonds with RUCs don’t make it this late in year.
“University professor” said:
Global upgrades became (a) theoretical perk. Chances to win the (lottery) were higher… At least on busy routes. Standby is the keyword, until an hour before takeoff.
I thought we customers were the best part of Delta, right? Oh, wait a minute.
I understand Delta is not a charity — they’re a credit card issuer that happens to fly airplanes. 😉 . Seriously, though, they’re a company that’s out to make a profit. But based on our blog’s comments and some people I talk with, Delta is chasing away loyal customers — and inspiring them to cancel their Delta Amexes, too.
During the past week, my wife and I talked several times about our Delta loyalty going forward. Diamonds are out of the question. This past trip was a major factor in how we’re leaning but we haven’t made any final decisions.
We can’t confirm Delta’s priority in our lives. They’re now waitlisted.
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I’ve had no problems using any of my RUCs and GUCs but I have the luxury of booking many months in advance and I purposely only book flights with R/GUC space available and insist on getting my tickets reissued immediately no matter how many calls it takes.
I also use Virgin/AF/KLM for my GUCs and get these tickets reissued immediately. For KLM I can go right from main cabin to business. I also have the flexibility to accept any schedule changes between booking and flying without changing my original flights.
I fly to europe multiple times a year. Is there a good tutorial about how to use GUCs on KLM or Air France? I have had good luck using GUCs on JFK>MAD on Delta, but nowhere else in Europe on Delta.
The last time I was flying through Europe with option of flying either KLM or Virgin for onward journey to Asia (Delta from US to Europe), I was categorically told by the Diamond elite line associate that GUCs don’t work on partner airlines. I would be grateful to learn how you are able to get your tickets issued on partner airlines with GUC based upgrades. Kindly share.
@Manish V – Next time simply read the rep the T&C for a GUC from Delta.com https://www.delta.com/edoc/displayEdocTnC.action?newWindow=Y&DN=&TD=PU590&ST=&HL=&source=internal&popUp=Y
This is exactly the reason I stopped pursuing top level status with the big 3 (UA/AA/DL). Now, I have mid-level status with fewer benefits but at a much lower cost. I can put plenty of the remaining amount towards buying my FC seat when needed.
Without getting into the math, I’ve found that the opportunity cost of obtaining top-tier status in US-based airline loyalty programs starts at about $4000. Whether a person is able to extract greater (tangible or intangible) value than that cost guides whether tier status is worth going for. Of course, the decision depends on the individual.
While I fly Delta 20 to 30 times a year, I came to the same conclusion as you. Tier status upgrades are probabilistic . . . and frustrating. So, instead, I take the cost of attaining tier status (at any level) and just pay for the premium cabin. Which affords *certainty* as well as a number of benefits such as baggage allowance, etc.
Good luck on getting out of Fargo and going to Hawaii, whining grifter. You’ll be on Delta next year, looking for more free seats. But you won’t switch to United or Murikan.
Maybe you should buy your own jet, high roller
And a Happy Thanksgiving to you, as well!
Precisely. I don’t understand why people bother to come here if they don’t like what have to say. I like this article!
“We can’t confirm Delta’s priority in our lives. They’re now waitlisted.”
Recently picked up an American affiliated card as one daughter attends college in Nashville and American service more fits the schedule IYKWIM. Delta also makes it difficult to use the companion fares we each get annually. Just sayin’.
I think we agree then that it’s OK for Chris to complain sometimes.
I LOVE what you do here and never understand the morons that post negative comments. You and Rene have helped allot over the years.
Anyway because of all the roll overs and converting of MQMs I finally made it to DM. Hopefully I’ll have better luck even though I’m a ATL DL hostage.
@Scott – Thank you for your kind words. It truly means so very much to us both. Again thanks!
sour grapes, Helldoge?
To answer your first question, I buy first class exclusively and on my dime except for the two times a year I try to use GUC.
And on that front, using GUC is a total pain, even with the online indicator of available seats. It usually requires hours on hold with a representstive. I dread trying to use them but feel I must as they are (for me) the last remaining perk of status.
Right? It seems like it’s easier and faster to get a bill through Congress than it is for reps to apply Upgrade Certs to a reservation.
Which I don’t necessarily fault the reps for.
Appreciate the call-out, but complaining is not a badge of honor I wear. It’s all so frustrating to not have a clear picture of the rules. DL has made it a “game” and that is not the purpose of earning customer loyalty or managing loyalty programs.
You may have also noticed that more often than not, they don’t re-issue the ticket right away. So, you may have cleared, but won’t know until you try to check-in, and check-in fails. That is a sure sign your ticket has not been officially cleared (and they can continue to sell that seat), in which case you won’t end up with what is an otherwise cleared RUC upgrade. And, agents can not re-issue, which means you need to call and have a rep get a rev mgmt person to re-issue the ticket – and as we’ve all realized, that can take half an hour to accomplish. This is another systematic problem they have no interest to fix because it only benefits DL. Sad.
Tried using my regionals this past year going PDX to MEM. Any trip I looked at the first leg always required a GUC. It’s not like PDX – SLC is a D1 route. Absolute garbage. Wish I had just taken the Delta Voucher.
And it’s not even a bait-and-switch because we can’t switch to something else if our certs go unused after we applied them to multiple flights!
That’s because there’s a certain number of spots reserved for RUC and then GUC. These, I believe, are based on the number of FC seats remaining. I’ve had this same issue…requiring a GUC on a 2 hour flight is insulting. Delta has degraded their loyalty program continuously. I’m a DM (4 years running, all earned by BIS miles, $42k spent this year on MC fares, so I fly a lot), and they have me unfortunately.
@Mark – Not based on seats remaining. All down to Rev. Mgt. and what they and Delta AI choose to release (and it is not much).
Sorry, yes, based on Rev management. And yes, there aren’t many spots.
I did just book a flight to SJU for next Tuesday, and got upgraded to FC overnight. There were 11 open seats, so I’m surprised it took as long as it did.
@Matk – Seeing strongly similar pattern ie holding almost all upgrades till T24.
For the past several years, and getting worse as each year goes on, the RUC and GUC are about worthless. Like yourself, Rene and Gary Leff have done in the past of equating a given perk to a $ value for a more objective decision, right now a RUC = ~one roll of toilet paper and a GUC = ~two rolls. The metaphor I’ve seen used in the past of Delta ‘circling the bowl’ for given issues I believe they’ve advanced to the straight down outhouse, a much steeper dive than the tongue in cheek #KeepDescending.
They’re #KeepDescending has been picking up a lot of speed. I’ve seen the same as you Chris that forget getting a real (Cattle+ is NOT an upgrade) upgrade on all but sub 500 – 600 mile routes on the standard Diamond status. I’ve also experienced the same using the UCs. But boy oh boy does Delta open up quicker than a two bit crack hoe (intentional misspell) when a $59, $69, $179 upgrade is offered in those last couple days before the 24hr check-in point!
Any “loyalty”, outside of the reduced number of MM introduced this year, is all perceived in the mind of the traveler. Loyalty left with Richard Anderson, to be replaced by Ed. In a Wall Street Journal article a few years back Ed and smug Doug (Parker, of American) were doing a photo opp pose in cattle car, with the headline ‘If you want to sit up front, pay up!’. That foretold it all.
I have tried American and it’s as bad or worse than Delta for service, upgrades, etc, so I’ve just come to satisfied with being dissatisfied.
I’m ~2.5mm DL miles, have the ‘lifetime’ PM, DM for at least another year, and in the mean time will likely just help bump up the current 88% ‘paid up front’ since there’s no value in their UC’s or the the ‘regular’ upgrade order.
Well observed (and the trigger warning is hilariously on point).
Thank you!
Delta destroyed any remnant of my fervent loyalty to them a few years ago but this is still so wrong. Unfortunately, American is on a similar path with GUC’s. I actually gave away a couple last year and this one isn’t looking a lot better at the moment.
Chris, I too am experiencing the same increased difficulty with redeeming upgrade certificates as a Platinum Medallion and you didn’t even get into the headache involved to actually get on the waitlist using RUCs! Often, the result are issues checking in and with new agents that haven’t had much experience applying RUCs sometimes that then turns into issues at the time of boarding too. It’s clear Delta hasn’t invested in an easy experience using upgrade certificates, perhaps the truth is that Delta just doesn’t want you to be able to use our hard earned upgrade certificates at all!.
My experience with RUCs is similarly confusing and unpredictable. I was lucky enough to have two RUCs get me upgraded on coast-to-coast flights this year, one of which actually cleared *weeks* before my flight. The most concerning thing to me is on flights where I add my RUC later and am put on the “waitlist” (particularly for flights that are listed as requiring a “Global” certificate, even if it’s a long domestic). I’ve had multiple times that I’m not even *listed* on the Upgrade List after check in! I then end up contacting Delta support to say, “Hey, am I really there?” The response is usually that they had to take me OFF the “complimentary medallion upgrade” list to put me on the waitlist to upgrade by RUC. So I just don’t show up.
Naturally, when I don’t get the upgrade (probably all of these instances, though can’t remember for sure), I’m left wondering whether I was *really* on the upgrade list at all…
“I then end up contacting Delta support to say, “Hey, am I really there?” The response is usually that they had to take me OFF the “complimentary medallion upgrade” list to put me on the waitlist to upgrade by RUC. So I just don’t show up.
Naturally, when I don’t get the upgrade (probably all of these instances, though can’t remember for sure), I’m left wondering whether I was *really* on the upgrade list at all…”
Yep. This, too.
Yes, they want you to pay. Recently I was offered a “deal” to pay $450 to upgrade to domestic first on a 150 mile, 30 minute flight! (Not a chance!). I ultimately got the free upgrade, because no one else was that stupid either.
I think the answer to your question is quite simple: all of these upgrades are going to non-rev passengers.
Trying to use RUC’s is a joke!! when I call DL they say u should use your GUC’s instead..Even then I do not get the upgrade…Ending the year with all my RU-GUC’s . ALso just got 11 family members members home for christmas.. Did not know that even in back of the main cabin to get the grandkids with parents I had to buy aisle seats had to spend $49.99 a few times…Nuts
Ha! Ha! Ha! I always love your “trigger warning” ! 😉
Thank you! I have fun with them. The heck of it is, there are people who show up to the blog just to be like, “There are bigger problems in the world!” Like, no kidding.
I have seen the phenomenon where there are something like 10 seats left on the day, and all of a sudden they are gone at the gate. It DOES seem fishy and it’s very frustrating.
I also think that it was wrong to change the upgrades from guaranteed Delta One to Premium Select with a chance of Delta One, meaning that some people get more value out of the same certificate than others do. When everyone is using a certificate, everyone should get the same benefit. It’s not the same as a free upgrade where it’s OK for your status to make it for likely to get an upgrade. A certificate is earned currency and has some value.
I recently bought four one ways from DTW to Seoul in coach at 50k miles (less than 24 hours to departure), and was offered to upgrade to Delta One at 899/seat. There were only 8 seats free about 12 hours before departure. I jumped on it and upgraded all four tickets. Sorry to the Elites with high hopes the morning of the flight who rode in the back.
I’ve been looking at various 2025 international long haul trip availabilities and have found ZERO availability using DIA-GUC certs. Worse, I’m noticing this even on completely empty D1S flights. Flights might show PS as avail, but no D1 at all. This is an unacceptable business practice IMHO. Someone at DL needs to communicate GUC availability promises.
@Edw3rd – Sadly very very common. Rev Mgt rules the skies.
I have been loyal to Delta for 30 years. I have been diamond for 2 out of the last three years. I also spend $700 a year on their Amex card. They have lost their way. This article does a perfect job of describing the recent issues. I’m dropping the card and flying whoever has the best price. If I want an upgrade, I will pay for the seat. These are no longer loyalty programs. They are a scam.