curt, mizu,
it was my impression that in past you're right that it had been dependet on what person you called. now they told me it's a new rule without exceptions.

rudi,
i agree that security requiring a PIN is a good part of the service. but where is the security leak if someone (who stoles my flight schedules with booking code ) wants to upgrade me on my upgrade coupons? it will be no benefit for someone else! i totally agree for ordering some bonus flight on miles (and catch the postman with tickets), but not for upgrade on vouchers.

some intelligent flexibility (calling back on my mobile phone number stored in my profile) is what i prefer.

finally i will store another PIN on my palm

thomas