Originally Posted by GE90-115B

Issuing tickets for upgrades have not been entirely hassle free post COVID. For my most recent mileage upgrade, I had to go through below procedures to issue the ticket.
Day 1: Called agent to check availability upon purchasing revenue ticket. Agent advised upgrade available and helped me reserve the seat in the upgraded class, ticket will be issued in due course. Perfect! I thought.
Day 2: The old ticket in the underlying class is still appearing under Manage My Booking along with the new ticket in the upgraded class. I called CX to ask what's going on. After digging into the history of my ticket, they told me I still had to pay $70HKD of taxes to issue the ticket for the upgrade. The whole call took 20 mins including a wait time of around 3 minutes.
Day 2 continued: Couple of hours later, there was still no payment link in my email so I called again to ask. They told me payment link will be sent within 24 hours
Day 3: Still no payment link yet and we are hours away from the 24 hour mark.

My previous mileage upgrade experiences have not been entirely different to the experience detailed above. I am surprised at how much hassle it takes to do something as simple as confirming a mileage upgrade. Hopefully one day we would be able to get this done entirely online under Manage My Booking and not have to involve calling or chatting with agents upon receiving the "your waitlist has been confirmed" notification.