Hi Antonio007, thanks for your patience while we followed up on this. As I suspected, the events outlined in my original response above are indeed what happened.

When you completed your upgrade request on continental.com, we attempted to reissue the ticket but it failed due to the misquoted GBP 10 fare difference. Fare misquotes are rare, but when they do happen we have checks in place to catch them before ticketing. We also have a process for customer follow-up, which includes preserving your booking in the upgraded fare class (so as not to lose the space).

When checking to see why you weren't contacted, it appears we incorrectly interpreted the notes in your reservation and assumed contact was already in progress. Specifically the notes in your reservation reflected that you did call us on the date of your transaction (also the date of your initial post) to check on your ticket and inquire about a date change. At that time it appears we advised you that your fare was still in Economy Class and what the true fare difference would be to complete the ticket reissue process. Based on your comments, however, it sounds like we weren't clear that your web transaction had indeed failed, and it wasn't just a date change that was making the reissue more expensive (more expensive than GBP 10, anyway!).

For all the above, we apologize, and hope to make this up to you.