and the lack of info is the worst, no charts, no rules or specific conditions published - nothing.

For upgrading with Business Rewards I think they would just calculate fare difference in $$$ and then convert it to points. I doubt it's gonna be any good deal.

It's unfortunate your Mrs has had to deal with all those troubles on Business Rewards ticket. Quite frankly it's wild you were not able to add her Skywards number to the reservation. They're basically revenue tickets and here we go. I didn't know you earn no miles and no status miles on BR tickets. Oh well...