This is correct. You problem is that you have to nag QR on email time and again, until you get the seat you know is available. They almost never confirm an upgrade upon your initial request, even if they (and you ofcourse) know that the seat is in fact available. Why they make it so hard for their loyal customers to secure an upgrade is beyond me. It is blatant and straight forward lack of respect for the customers they are dependent on for reaching their business goals, and ofcourse a textbook example of extremely bad customer service.


Snacky