Not sure "what's up" with the summary, but I AM sure that UA IT hasn't got a clue whatsoever.

There's a lengthy post on this--I'd run a search except I'm on a dial-up right now.

When I wrote UA, here was the mildly humorous response.

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Thank you for contacting United.com web support regarding the E-Upgrade
feature on our web site. At this time, we are working on an entire re-design of the E-Upgrade product, and although we don't have an exact date this re-design will go into affect, we expect that it will be soon. During this transition, unfortunately, the E-Upgrade product isn't currently functioning as it should. We apologize for any inconvenience that this may be causing you! Please continue to check out United.com for the E-Upgrade product in the near future. If you have any further questions, please contact United.com web support at 1-800-589-5582.

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Cute, huh?!?!?