The incompetence of the call centre staff is just staggering. I tried to upgrade a return ticket with miles. First they all tell me that I cannot overdraw my account which is wrong (Elite and Elite+ can, up to 10k). Then after conferring with an supervisor they tell me they can do it (surprise). Then the system shows an error but deducts 45000 miles without upgrading anything. Then I finally get a competent woman who knows what she is doing and recalls the miles but as this takes 2 hours I had to wait. The next guy once again did not know what he was doing and we are back to square one with 45000 miles gone AGAIN (needless to say he was lying again, that this cannot be done) but no upgrade. Tells me that the sales office will need to help.

Off I drive to the airport and of course they need to recall the miles first. so here I am: 2 days, 5 calls, 4 agents, 2 liars, 1 competent woman and one trip to the airport and nothing has been achieved so far.

The worst part is that they claim they know what the rules are and insist they are right when they are not.