Just spent almost an hour on the phone with the Skywards department because I booked a flex plus reward on the app which clearly stated it would cost 31,200 miles to upgrade. When I tried to upgrade once my reward was booked, the app and the website were both asking for 39,000 miles which doesn’t include the 20% discount. I was asked to send a screenshot of the upgrade cost and eventually was told that my booking was not eligible for the 20% upgrade discount because as per point 2 under section 6 of the Skywards + T&C’s, my reward booking isn’t a commercial ticket. Really? Extremely poor of EK not to honour the discount, especially when both the app and the website clearly show the discounted upgrade cost when booking classic rewards. I gave in in the end and just paid the 39000 miles as it’s late here and I didn’t want to risk losing the upgrade space. But I’m tempted to try and recover the miles difference.