That's interesting. Normally when notified by Optiontown that my upgrade has come through, I go to Checkmytrip and re-print the ticket showing the new travel class (in case there are problems at check-in, which I have never had before, I strongly recommend this). And I check-in online once the upgrade has come through if I have time time. If my documents do not reflect the upgrade prior to airport arrival, I would be sending an email immediately to Optiontown. They normally respond to email queries quite quickly and even if you are already travelling to the airport, hopefully they are trying to fix the problem behind the scenes.

I wonder what would have happened if you had arrived at the airport with a PE boarding pass or presented a PE ticket to check-in staff? Maybe they would have upgraded you to Business to save face ;-)

I have found Optiontown to be quite good so far, but the proof of good customer service is when something goes wrong, I guess.