TrustNo1, my most recent experience using the vouchers was similar to yours.

it just feels like EI want it both ways: they want the freedom of a total “black box” upgrade process while denying their customers the freedom to change tickets FOC if that process doesn’t go their way.

I honestly feel EI are probably more generous than most airlines in releasing upgrade seats to concierge (I’m don’t know of any other airlines that will just open up award space for anyone other than the mega-VIP tier like GGL on BA or ConciergeKey on AA). unfortunately, they ruin the kudos they get for that by making the process work so badly.

a few simple suggestions:

1. as you say, trustno1, allow the Concierge fee waver to apply to all passengers on a booking when an upgrade was requested and rejected. Forcing us to buy Smart is particularly galling given that once an upgrade is approved the ticket becomes unchangable anyway, and all the other benefits of Smart are included in the Business upgrade. There’s literally no reason to buy a smart ticket for a companion unless it’s to change the ticket because EI denied you an upgrade. I believe this is what the used to do and it’s a simple and practical solution to a stupid problem that EI have made for themselves

2. allow passengers to propose a few dates and times before booking. Like you, I only travel to the US as a treat as I have the coupons, so I can be very flexible. I won’t fly economy TATL, so there’s no upgrade, I need to switch to a different date. I’d be perfectly happy to give EI maybe 6/7 dates and say “any of these would be grand, let me know”

the four vouchers are a really generous benefit and it’s one of the few areas where I feel EI is actually quite good at doing right by the concierge member and releasing seats, it’s just the way the process works makes it really frustrating and devalues the benefit massively.