Dear agent: "I would like to apply my annual Elite Plus voucher. Could you please check if the following four segments of a round trip are available for an upgrade?"
Agent: "Please give me your ticket number"
Me: "I do not have a ticket yet. Could you please check award availability first."
Agent: "Since our system change three months ago that is not possible anymore."
Me: "So I should purchase a ticket and find out afterward if it can be upgraded or not?"
Agent: "Yes, I am sorry but that is correct."
Me: "No, that is definitely not correct. But thanks bye"
W.T.F.!!!