The PP staff are no better informed...
...so I amble into the lounge yesterday at YQB.
Give my boarding pass, and she says you are not on the list.
I say please check again I've never had this issue before.
No she says, people behind me in line shuffling feet.
So I say go ahead I will call WJ.
So I do, am on hold for 10 minutes or so, and get a WJ CSR on the phone.
She verifies I have several e-certs left, so I pass the phone to the PP receptionist.
This rocket scientist didn't realize that some people actually go by a shortened version of their name (someone named Matthew going by Matt for example).
So she did not recognize that Matt Smith is the same person as Matthew Smith who lo and behold IS on the list.
Priceless.