they can always set the program to only deduct the credit if the entire journey (with multi legs) has been upgraded to R, otherwise refund upgrade credit.....

right now its based on the agent manually inputting the message (if cert has been collected).

yyzgigi - i dont know how this is backwards...... the rule on AC has mostly been....u request for U/G we will still pull cert if there was the opportunity to op-up due to overselling...... those ecerts as per AC are transferable, so if you want to decide who to use just go online and change user... there are opportunities for agents to make mistakes at any time.......