I called yesterday to upgrade 2 flights for November (both had I availability and took advantage of the 50% discount S fares). I was surprised that the automatic system let me know that there was a 1 min. waiting time in the gold line (not that is much, but still...). The whole process for both flights lasted less than 3 min. I knew what i wanted and the agent probably knew that as well. It was the first time that I was asked if i want to hear the T&Cs for cancellation of coupon (usually they just repeat them).