Well, I didn't even use the on-line system and had problems.

- 3 days prior to the flight, I looked up online and saw that there were 6 open first class seats. I immediately called to receive my upgrade, and I was told that I could only be put on the waitlist, which would be taken care of automatically.

- 24 hours prior to the flight, I called and asked how to best position myself to receive an upgrade. I was told that upgrades are allocated based on a) status and then b) check-in time. The agent advised me to immediately check-in online to be at the top of the other Golds. So, I did this at right around 24 hours in advance. The agent confirmed I was on the waitlist.

-I arrived at the airport and asked the gate agent the status of my upgrade request. He informed me that he could not find me on the waitlist and first class was going to be full since I wanted to be added so late.

It shouldn't be this hard.