It's a real crap system. I had purchased a U.S. stock ticket with two segments on AA. I was upgraded on the AA flight T-2 but that flight never posted. I submitted the online missing mileage request FOR AN AA FLIGHT. Received an email three times saying I needed to scan a copy of my boarding pass or ticket. I was dumbfounded. I flew on THEIR aircraft. Called and they saw that I flew on the flight but still insisted on a boarding pass (which was electronic and no longer had). Took about a month to finally get credit.