Originally Posted by redtailshark

On my recent UA irop, at SFO RCC, I see O has opened up. I call SMS. First agent agrees all looks set but then "This flight is not eligible for upgrade because some flights are excepted." MIA maybe, but ATL? No. Try again. Next agent, tells me, no upgrade inventory available. Wait, it books into O, KVS shows O5, read T&C,..."Ah, wait...click, OK, you're all set." Is it good CS because they finally respect their own T&C after reading a riot act? Or is it abysmal that SMS agents repeatedly lie about their own program benefits, availability, redemption etc.