after booking a couple of reward upgrades and having them 'lost' and now 'unavailable' i blew up. speaking to anyone one at co who would pick up the phone and writing to the rest. you can guess the result.... willing to spend 20k and still in coach. i've decided to take a new tact. when i communicate with HELPFUL ticket agents, flight attendants, customer service personel, etc, i make a point to talk to their supervisor or send an email commending their effort. maybe the honey/vinegar thing will weed out the 'could care less' & 'customers are the problem' attitudes of some of co's empoyees.