Originally Posted by xliioper

Okay, I misunderstood and thought the cert was used to upgrade to PS. The problem is that these all re-book into the same OY booking class and the system has issues with handling the various permutations of tickets that can get rebooked into OY (some of which qualify for bonus, and some of which don't -- like upgrading a main cabin fare with a cert). So IT seems to have punted on this issue and simply gives all OY flights a partial bonus. Paying for a FCM upgrade on an award ticket also rebooks into OY (while buying FCM offers on revenue flights rebook into regular revenue booking classes and do not have the same issue). Phone agents are almost certainly never going to the understand the intricacies of this situation. You will probably have better luck writing a complaint which might actually get directed to someone who understands the various booking classes better.