Originally Posted by richiejv

So this is going well. First attempt this morning, calling as a nominee on my wife's account. First agent tells me you can't combine a GUF and Amex 241 (you can). Then tells me you can't upgrade into a cash fare bucket, only reward (you can). I push back on both points and she calls the head office - then the line drops as she brings me off hold. Call back - second agent also seems to think that you can only book into reward seats (but at least he thinks we can use the voucher), but he'll also call head office to check. Few minutes on hold and he comes back to confirm that they can do it, confirms the extra cost plus the change fee - I queried if the change fee could be waived as we haven't been charged it before for GUF upgrades but he says it's a 'compulsory' cost and frankly I can't be bothered to push it further.

So anyway, after half a dozen calls and frequent cases of being given the wrong information, we finally get there. A pretty frustrating experience from the Gold line. This is the sort of customer service BA wants us to pay £20k + taxes etc. per year to experience.

Many thanks to firstlight for the helpful advice! Can always rely on FT