I have something like 16 upgrade certificates BUT you can’t use them. You have to submit to some list and I have never gotten above 29 on that list of requests, even when I’ve requested it over a week in advance. Something like two people get put into first and several times I’ve seen them take off with empty seats in first even though there were 30 people waiting in the upgrade list (they now show it on a big TV screen). Basically upgrades are 100% useless as is their entire frequent flyer program. The industry’s worst.
Yeah I’ve been a gold or platinum for the last 8 Years, but unless you have that status they treat you like a douchebag.
You can use the certificates if your are Gold or above, if not they don’t want to know your name, no customer service, good luck trying to get them on the phone, 25 minutes to talk to a rep.