Originally Posted by
Lonsinla
Call 1: Elite plus voucher upgrade nightmare begins again, inventory available as J bucket but agent cant see it, and also said the I needed 2 vouchers for 2 segments even though I know its one voucher is valid for the entire booking of 2 segments. After agent checked and tried to upgrade me, told me that there is an error processing an upgrade even thought I have a voucher and inventory is available and to try again later.
Call 2: Agent can see inventory and voucher in my account and tried to process but also had the same upgrade error. Was told I should be able to see upgrade myself online but I do not see such an option available but only an mileage upgrade option is available when I tried to upgrade online. Agent told me he sent an email and to call back again in 2 hrs.
Call 3: After 3 hrs, tried calling again and despite me saying I want to use my upgrade certificate to upgrade my flight, the agent could not understand what I was trying to do and kept saying I needed 60,000 miles to upgrade my flight. After explaining the 4th time that I want to use my upgrade certificate to upgrade my flight, she finally understood and say its not possible to use the upgrade certificate over the phone and that I needed to send a feedback request on line to upgrade my flight. I am dying a little as I am typing this. Lets see how many agents I need to call to upgrade this flight lol.
Call 4: Finally had a competent agent who knew what she was doing and understood that I was trying to upgrade the whole flight with one certificate. However there is still a system error and she told me she will email them and try and call me back when she gets a reply. Hopefully this is the last time I need to call in.
Call 5: Still not resolved. The agent referred me to the feedback department who said she will send a chaser email to get my requested answered asap. ( I also submitted online feedback) I think they have an error processing Elite Voucher Upgrade now. Has anyone successfully used their upgrade voucher recently? This is so frustrating.
Wish they allow the use of upgrade vouchers online. It’s the same problem every time I try and use the voucher.
This technical issue is still ongoing… I probably called over 20 times over the last 2 weeks as I had a voucher expiring today. I finally went through my local ticket office and after lots of pushing and back and forth emails, they obtained an approval to do a manual upgrade as the voucher was about to expire. Incredibly frustrating and a real waste of time! They should just make this automated and available online!