When I have a confirmed upgrade with miles (confirmed and seat assigned weeks in advance online), I can't use OLCI or Mr. Chicken; I have to wait to see an agent at the airport. OLCI and Mr. Chicken don't seem to understand upgrading with miles, only upgrading with e-500's.

When I get to the agent, I have to explain I'm upgrading with miles, and it takes some time to get this processed.

This is on my usual domestic route: BOS or MHT to/from SFO or SJC. I am plain old Premier, if that makes a difference.

Anyone have an explanation for this?