I'm actually still waiting for a response to an e mail sent to CO last week when I was attempting to book a upgradeable fare EWR-GLA on their web site. The site shows a B & K combo fare of $874 r/t (as the cheapest), so I called CO directly and found that a K r/t upgradeable was $922. Since I wanted to book on their web site I sent them an e mail asking how to request this K fare of $922 r/t electronically. (I also asked how to see the various fares for each class of service on their new site.)If I ask for a 'fully refundable fare, I get a full Y at $2378!
I got the routine answer that they received my e mail, and will reply shortly......

Still waiting....