Originally Posted by
u2fan
In your case, the the agent was correct; but this is not necessarily the case all the time. For instance 2 can be on the same PNR and one upgrade using 500 mile certs and the other a SystemWide Your Confirmed made it impossible.
I read this thread further and reread Opening Post and I believe I origionally misread it. If you upgraded using SWUs and are not checked in, at checkin an agent should be able to change one to a Confirmed. The system will default to SWUs but passengers come up individually and there is a way to change one.