Originally Posted by Blumie

While we have seen deterioration in the quality of the average EXP agent, it's not fair to blame them for everything. I think the problem may have been the use of the term "instant upgrade" fare, which is a term invented by AA's marketing folks, but which I believe is not a term used by AA's tariffs, ticketing or revenue management folks, who generally think in terms of fare bases and ticketing inventories. That is why a couple of us have recommended against using the "instant upgrade" terminology in favor of the specific fare basis.