Originally Posted by
FlyingWithers
So, you are really, really unhappy. That won't help, especially via phone.
Do e-mail, but with specifics--days, times, flight numbers, names of those not helping you, etc. Keep it short and NOT nasty. Bullet points seem to work.
As part of the introduction, offer your name, SkyMiles No., address, phone number, etc.
Remember, be firm but not nasty. That never works with the worker bees.
+1 - Have someone else who has no clue what your problem is read it in draft. If they can't figure out what went wrong without re-reading it, it's not clear & concise.
Also, stay away from judgmental terms such as "rude" unless you back those up with specific evidence. Name-calling a fellow employee gets you nowhere unless it's important to the narrative and you can explain how the other employee was rude.
Lastly, keep it short. It's rare that anything other than a catastrophe can't be explained in 2-3 short declarative sentences (and an upgrade isn't a catastrophe).