I talked to someone at DEN yesterday, because I wanted a full-size SUV. My experience has been that I either get a full-size SUV or a Caddy at DEN. Since I really wanted/needed a large SUV, I decided to call them.
The person that I talked to told me she needed to go talk to her supervisor. When she came back, she said that her supervisor told her that I'm only entitled to a two class upgrade, and I asked for a seven class upgrade. However, they were willing to give me the SUV if I paid for a standard car. I told her she was incorrect about the 2 class upgrade. The employee told me that her supervisor said so and she was standing right there.
I told them I was going to sort it out with the CHM desk since they had the wrong information, and they promptly hung up.
I just don't understand why this is so difficult, and why they are telling me the rules for PC members.