Upgrading from a Premium to a Business ticket on EVA Air is not an easy process. I attempted to use award miles to upgrade my seat from Premium Economy to Business class for a flight from JFK to TPE but was put on a waiting list for two months and ultimately failed. I then tried to upgrade for a TPE to JFK flight but failed again despite being on the waiting list. Through this experience, I learned two things: 1) It was difficult to get through to an EVA representative, often taking over an hour to connect; and 2) the best way to secure an award seat is to call the ticketing officer to confirm availability before purchasing the ticket. As a loyal EVA customer for over 20 years, I wish that EVA would make this process easier for rewarding their loyal customers.