Originally Posted by Kmxu

First of all, all connection times are less than 3 hours. If one does the upgrade with RPUs on UA webpage, it only requires one RPU: Examples of the routing are: PHL-SFO-SEA-IAH-PHL; or IAD-SEA-IAH-PHL.

If you call CS agent, one agent would explain that one RPU is for one direction, so PHL-SEA (or IAD-SEA) is one direction, the SEA-PHL is another direction. Another agent would say that IAH-PHL needed another RPU. When I told these two agents that it would need one RPU to upgrade the entire trip for these two examples, they just would not agree. What is the best way to explain this to an agent to get the 2nd RPU back?

By the way, I would always do this on the webpage. But I am trying to correct the mistake made by someone else.