Problem 1: We flew EWR-SNA-EWR the past few days. One paid, one reward ticket. Both are Plat-elite.
No check-in or gate agent in EWR or SNA knew about the Chase upgrade program. They were all rude and said reward tixs can never be upgraded. Only one agent could be convinced to search and called the help desk. They were surprised to find that I was correct (but did not apologize).
Problem 2: the reward ticket holder had a Chase WORLD Continental mastercard. However, the Continental web site information for agents says only the Pres. Plus or One Pass Plus cards are eligible. But Chase says the World card is the same as the One Pass Plus card-and it is linked to the one pass account. Is the World card eligible if Chase is correct? Why was the process not automatic then?
It is no fun having to argue with agents in front of everyone - when the customer is actually correct!