I've had 2 reroutes on last 2 weeks. . Wx 2 weeks ago & mx today. In both cases. EXP desk switched me to other routing but couldn't re-issue tkt or add to upgrade list. They said I needed to see airport personnel. Both cases re-route flight was > 5 hours away.

Both cases told added to upg list and wasn't. 1 AA & 1 US. In AA case, lost an upgrade (affirmed and apologized for by AA in email)

The fact that EXP line can't reissue and add to upgrade list is IMO a significant negative. When IRROPS occur everything is bang bang and there often is little time to get things done.

Anyone else been seeing this?