Originally Posted by
snert
I have done the "cancel cert upgrade/substitute pass upgrade" procedure half a dozen times through AC reservations without incident. They seem to be getting more used to it as time goes on. I'd just call back and try for another agent. It is certainly too bad that it can't be done online.
Have done this quite a few times as well without incident ... until yesterday.
When I made the switch, the SE agent did not remove the 'COLLECT CERT' (or similar) notation on the file. Had a major problem with grouchy check-in agent who had absolutely no clue about 'cancel cert upgrade / substitute pass upgrade' situation. All she saw was that I had a 'J' seat, booking class was 'M' and the instruction to collect a certificate.
Major confusion. She refused to issue me a boarding card without a certificate. I had to call a concierge to sort it all out.