better upgrade procedure needed
plagwate that is a horrible scenario. I am continually amazed that AirTran hasn't figured out a better way to deal with the logistics of handing out space available business upgrades. For example, both Delta and United have big flat screen TVs near most gates where cleared upgrades are posted for all to see. Plus, this is a huge waste of time and effort for GAs.
But getting back to your OP, the actions of the GA are indefensible. At the very least sending a hard copy of a letter to Customer Service is warranted, I would think.