This is getting frustrating.

My cousin, 1K, booked premium economy PVG-SFO-BOS. The booking class for SFO-BOS is B, and PN=1. However, the link for Instant Upgrade is broken, and the page errored out when I clicked upgrade.

Made 3 calls to 1K desk, and nobody knew what this is. The last agent with a heavy accent said he had no idea and couldn't help.

Finally I called GS desk. The agent insisted that PN is only available to GS pax. I explained 1K instant upgrade fare, and she said she will get her supervisor,

Then she came back and said that the supervisor has determined that no SFO-BOS upgrade can be done unless we apply PP due to the fare rule for PVG-SFO-BOS. What? That is ridiculous.

Then I spent 3 min to explain what 1K Instant Upgrade Fare is, and suggested that she take a look at the PNR, and see if Instant Upgrade Fare is there. She was clearly confused and said she will talk to her supervisor again.

LOL and behold, she returned and said that upgrade is confirmed. Then I looked at my account and discovered that she took 20 PP!

I had to cancel the whole ticket and re-book to get 20 PP back. This is getting truly absurd. Does UA hire qualified agents????