I'm wondering if any of you have ever had this same experience and looking for an appropriate place to send an email/letter addressing this issue... Sorry for the long read, but comments welcome.

I'm a former NW Platinum turned CO Platinum and have a large stash of NW miles which I've been using the last few years to upgrade on CO long-haul flights (India, China, etc.). Almost every single time I've used the miles to upgrade (which is done by NW agents), I've had a problem when checking in. When I try to use the CO kiosk, it always informs me that I need to see an agent. The agent then says that there is some sort of an error (something to the effect of the ticket number, which is now controlled by NW not matching something-sorry I don't have the specifics). This always causes a huge delay in checking in at Newark, but somehow the agents are able to clear it up. I always confirm with them that the problem is rectified so I won't face the same problem on my return flight. I also always notify the supervisor (who has usually had to come over to help the agent at this point) that it seems to be a continuous problem and perhaps something that should be addressed.

I ran into the same problem checking in to my flight to China a couple of weeks ago and once again, the agent fixed it and assured me it would be fine for my return. I arrived at Beijing airport at 1:15 yesterday for my 3:45 p.m. flight (early, as I had some errands to take care of at the airport i.e. exchanging money, buying a few last minute gifts). I walked up to the Business First line in Beijing and sure enough, my name was listed. When I went to actually check in, they told me there was a problem with my ticket.

I was brought down to a VERY rude ticket attendant who told me that my "ticket was wrong." He said there was no proof that I had used NW points to upgrade and demanded $100 and 25,000 points to put me in my already-assigned seat. I patiently explained that I had already paid for the seat (and showed the proof of NW points deduction along with my print out from CO showing that I was indeed already upgraded). He said that wasn't good enough and that he couldn't see that I'd paid. After going through this for a few minutes, I told him about previous problems I'd had with a CO upgrade using NW miles and that there seemed to be some sort of disconnect with the two systems. He said it was "not his problem and not his fault" and that I needed to contact NW. At that time, I demanded to see a supervisor.

There was no supervisor available for some time, until finally the supervisor called this man's cell phone and basically did nothing but handle me (i.e. Oh I'm sorry you're having a problem blah, blah). Bottom line, she said there was nothing she could do. In the meantime, I first try to call CO Onepass, which, of course, is closed at that time of the day. I try to call NW, but realize I don't have a non-800 number for them (my mistake not to carry that with me). I am getting quite annoyed by this time, because the staff is doing absolutely nothing to help me and look quite annoyed that I'm wasting their time. I quite nicely tell them that while I understand that it could be either an NW or a CO error (who knows), but it certainly wasn't MY error, nor was it anything that I had the ability to fix. I paid for my ticket (in Y or B class!!!) and I paid for my upgrade and I had no intention of missing this flight. I ask them to try to contact NW, since I don't have access to their systems and can't personally rectify this error (as I was told to do by this man). He uses his cell to call NW in Singapore and hands the phone to me! Of course, the Singapore call center is too busy to handle this. I hand the phone back and tell him that there must be something he can do to assist me. The clincher: he bursts out laughing. Literally laughs in my face. Then starts speaking Chinese with 2 women next to him, all three of whom have been just sitting watching me make call after call to get someone to help. And then they all laugh. Needless to say, I am BEYOND furious at this point, so I tell him that this is about the furthest thing from funny and that I was ashamed of his behavior towards a Platinum member flying Business on his airline. Then, of course, I demanded his name (which seemed to really scare him).

Meanwhile, the minutes are ticking away and I am now the only person left at the check-in area. The agents tell me they've put in a call to someone (who? I don't know) and I need to wait. I finally give up, hand him my credit card and tell him to go ahead and charge me for the upgrade-that I'd get the problem fixed when I got home. He then stated he couldn't do that (???). Tired of waiting and being laughed at, I remember that I have an old NW credit card with a non-800 number on it. I go through them to the NW Elite line and get a WONDERFUL woman who in about 10 mins or so, finally fixes whatever the problem was. I ask her if it was a NW error or a CO error and she says she really doesn't know. Meanwhile, as the boarding pass is being printed out, it is now 3:05 p.m. and boarding had started 10 minutes prior. They tell me that they are holding the flight for me but that I need to run.

Long story short, a truly horrible experience. I had looked forward to doing a little shopping and relaxing in the lounge and needed to exchange money, etc. before this long flight. Instead, I end up boarding as a sweaty, anxious mess with a wad of Chinese cash and what is likely to be a phone bill well in excess of $100. Additionally, I feel that the staff were completely inappropriate in so many ways.

What are your thoughts? Obviously the laughing in the face and the general unwillingness to help was inappropriate. However, was this problem my responsibility to fix (as I did)?

Thanks, as always, for your input.