I've just got off the phone to Emirates and they've confused me! I was calling to upgrade a journey from Y to J. The operator checked and said there was no availability in J so there was no point in putting me through to Skywards. I said wait, this wasn't a points upgrade I was asking for - it was going to be paid for. She repeated there was no availability for upgrades despite the flights not being full in J.

Why would a paid for upgrade require me to be transferred to Skywards instead of being dealt with by Emirates themselves?

Why would Emirates turn down any revenue booking - surely it's immaterial whether it was for upgrade or an initial purchase they would get the same cash in the bank?

Or am I missing something here?