I have a reservation for tomorrow and called to confirm that I could get a Cadillac, as a CC. I gave her the reservation # and she pulled it and said, "we don't upgrade to Cadillacs. Since you booked mid-size, the most we can give you is a premium." I asked "Even as a Chairman?" and was told that, "Yes, you only get a 2-class upgrade." I explained that First is 1-class, President's Club is two and Chairman is unlimited, except cool cars. She said, "Wow, it seems like you know the system. I'll call and see what I can do."

Why is it that we have to explain the system to their employees?