Just thought I'd pass along my object lesson for the day. I was trying to book my flight for the Tokyo to Hong Kong cruise, using points to upgrade to business class. Had trouble doing the open jaw on the airline website, so called their frequent flier customer service line. Was answered by an angry-sounding man who offended that I didn't know the details of the airline's rules. He eventually gave me another number to call, as all this was too much work for his angry little soul.

Then called that number. Got a tired-sounding woman who checked one flight, said there were no upgrade seats available and refused to check any further, saying that actually getting an upgraded seat would be hopeless. Called the number back. Got another man who wouldn't even try, saying it's too early. Called again. Got a cheerful woman who immediately found perfect flights on exactly the days I wanted, all with upgrades available, and would I like the seating assignment that everyone tells her is the best in business class? So, the lesson is, keep trying. In this time when employees in the airline industry are so disheartened, there's still some people left willing to do their jobs, and do them well and with good cheer.