YYZ seems to be a whole 'nuther universe, somehow. I've had great luck and service on many routes to/from EWR... but when it's EWR<->YYZ, it's just always something. Upgrade policy seems to be completely random and arbitrary, and the Continental agents up there are just usually horrible to deal with. I've seen agents "forget", or just not bother, to give an upgrade out when the upgrade ticket was actually printed and sitting on the podium. I wouldn't judge the whole program by this route!

-dan