Originally Posted by aku
The CS agent put me on hold, talked with her manager, and told me that as of last week (6/1?), their policy on confirmed upgrades has changed. Before, you could cancel a pending upgrade online and would have to call CS to cancel a confirmed upgrade. Now--according to this agent--once an upgrade is confirmed, it cannot be canceled. (The agent went ahead and canceled mine on an exception basis.)
Has anyone else heard this? I know I don't plan to use CR-1s or SWUs on itineraries that contain short segments anymore. I can imagine applying for an upgrade to something like SFO-LAX-SYD and only getting the first segment upgraded!
WOW.
I hope this isn't the new policy. If it is I would hope they would only do it on NEW upgrades where they notified you when requesting the upgrade that it could not be cancelled. I booked SFO-SYD-MEL on 5/31 and was upgrading with an SWU. Initially when I asked if upgrade space was available I was told only on the SYD-MEL leg and not on SFO-SYD. I said put me on the waitlist. No mention of not being able to cancel the shorter leg was made. Fortunately when I actually booked the ticket the upgrade on SFO-SYD was available so the whole thing got upgraded. I would be quite ticked off if the upgrade didn't clear and I was forced to use an SWU to upgrade the SYD-MEL flight only.