I've had three uneventful experiences in the last couple months sponsoring a friend using CR1's electronically. No issues whatsoever, and I was amazed at how much I could see and manipulate in their account (a GM). The fourth time, only one leg cleared in advance, but the agent could see her on the waitlist and she was processed accordingly (did not clear as a GM on an L fare). No questions nor need for supporting documents. I told her to have them call me if necessary. It wasn't.

It's pretty common knowledge (on FT) that, if one calls to sponsor an upgrade, no matter the "why", one must sign the bluey at the airport and should provide some supporting documentation for their sponsoree. If a human touches it, sign the bluey

Sorry to hear about the problems...

Definitely do comment on your perceptions of the CS being meted out at HNL. I haven't been through there in a couple years and always remember every UA station in Hawaii being competent and friendly. Sorry to hear that.

Pat