Today I went onto the US site to book a phx-lgw ticket. I want to upgrade my coach ticket using DM miles. I am a HP Chairman Elite. I know it costs 10K each way for Y, B, U fares, 30K for M,H,Q. I click the fare info link to get details on the fare:

WLXS230E

Obviously not showing what I need. I cannot understand how to view more fare codes so I call first the US general line. I can barely make out a syllable the heavily accented Indian woman is saying. I asked calmly and clearly, what I am looking for:

1. Is it possible for me to do the upgrade online
2. How can I view more fare codes only than the one above offered

Three times she repeats like a robot, in a surly manner mind you:

"Y-B-U fares are 10K each way, M-H-Q are 30K each way:

I hang up, call the HP plat line and tell them my frustration and she understands and tells me how frequently she gets phone calls similar to mine. She also gives me the US Chairman's number to call. Cool. I call, press option 2 for my "personal concierge" and it asks for my US Chairmans number. I don't have one as my record still reflects general member although I am a HP Chairman. Hang up, dial the number again and wait on hold and find out I am cycled back into regular reservations line. I speak to Molly, who says she can't help me b/c she isn't "familiar with the website" and I am to call their IT helpline.

I hope HP gets rid of all of these surly, non customer orientated reps once these programs merge. I have gotten no where with these people and to think I'm a premium customer and "no one can help me" is a joke. While I'm venting, HP also has a stake in my unhappiness by giving me a US phone number I couldn't reach.