Airline upgrade decisions are mostly made by software, not by cabin crew

Passengers hoping for a free upgrade are often told to dress well, arrive early, be polite, or fly alone, but those tactics are not what really decides the outcome. According to the article, the actual decision is largely made by an airline algorithm, not by flight attendants or gate agents.

The systems airlines use score travelers based on factors such as how much they paid, how often they fly with the carrier, their status level, the number of upgrade seats still available, and other internal rules. The article cites software including AI-based tools such as Sabre Upgrade IQ, which can flag likely candidates for upgrades before boarding even begins.

Those systems continuously rank passengers and identify potential upgrade recipients in advance. Only later, during check-in at the airport or sometimes through a message sent to a phone, do airline staff handle the upgrade process, and only if premium seats are available.

The practical conclusion is that charm, appearance, and personal interaction at the airport may be appreciated, but they do not significantly improve a traveler’s odds of moving to business class. The piece was published by Ilan Arnon on mako on June 16, 2026, at 07:49.