First I wish to thank you for generating this series of discussions, even though I completely agree with every single word jsloan said.

Your above comment clearly indicates that you are way too optimistic on the knowledge of UA's customer facing agents. For years people like us deal with GS agents,and their supervisors. Your comments could often be applicable to them as well, and not only on upgrade issues. I have stopped thinking the GS desk is always a reliable source of information on UA policy and practices, and am no longer surprised when I found that I know more than they do. I also learned the lesson from my experience and others on this board not to challenge them when I have doubt on their answers.