As I reported last week I was trying to make a change to a reservation - the new one was more expensive and 1K phone reservations was 1) charing me an add collect (no problem there) 2) charging me $100 change fee (not to happy about that 3) not able to confirm upgrade on return flight - even though I was confimed on the same flight and upgraded already - I simply wanted to change the outbound. Long story short I visisted my local ticket office yesterday and received a phone call from my friend today and everything is fixed. I told her exactly what had happened and she couldn't believe that I had dealt with such a horrible agent that obviously did not know what they were doing.