Ok i'm sticking my neck out here and making what seems like a fair guess as to what has caused the confusion in some other contact centre agents.

There was the change below for handling bookings which have already been upgraded with avios and you then want to change.


******If you change an upgrade with avios booking you would now pay fare and tax difference any fare penalties and the service fees are now £35 amendment fee and £15 channel fee so now service fees are as redemption bookings. ********

The only change is in the service fees when changing a booking that already had been upgraded with avios.

However because the change was described in an email it seems people have misread/misinterpreted the email.


To do an upgrade with avios you still only pay difference in tax and carrier imposed sucharge (if there is any) and the avios.