Originally Posted by Poco

Here's my lastest problem... I have difficulties only when trying to upgrade the return segment with my flight pass. I can login fine all the time and I never have a problem upgrading the outbound segment online. But whenever I try to upgrade the return segment I get a technical error and the instruction to call the web technical support line. Which I do and the person in India asks me the read them the error message, which I do, and then they tell me that someone in reservations will have to process the upgrade manually and they transfer the call. This has happened four trips in a row. So far I haven't had a problem with getting the upgrade done by the agent(beyond more waiting on hold). But last week I arrived at the airport and tried to check in at the kiosk. It told me I had a paper ticket (which would be difficult as it's an electronic flight pass). I checked in with an agent and explained my problem. She furiously typed away for what seemed like 5 minutes and then demanded a upgrade cert. After I explained my situation again and we argued back and forth again she handed over my J boarding pass.

I love the flight pass concept (although losing the City Passes makes it less useful for me). But these IT problems are getting ridiculous and costing me time on the phone and in the airport. At some point it just won't be worth the hassle unless they can fix things up.