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.

Well, that's a bonus! Congrats on the flight-feat!!

Crys,

Thank You for sharing your experience and congratulations . With airlines, as well as with other "service" industries where we need to interact with "customer service" employees, I find that if I don't like the response they give me, I just wait 10 minutes and call again. 8 out of 10 times I'll eventually get the response I'm looking for.

I When I worked as a travel agent our motto in dealing with the airlines was always "if you don't like the answer they give you, say thank you for checking, hang up, and call back." Now, if I don't like the responsiveness of the res agent I just say - oh excuse me, I've got to go, I'll call back and then I try again for someone who sounds more customer oriented,

It is very easy for them to check which flights are avaialbable for upgrades - they just have to do a search by fare code and they can see what's available. Also, the avaialability does change over time so rechecking can pay off.

Wonderful to read that everything worked out for you to your complete satisfaction!

I learned that persistence pays when I went through my air fiasco for our cruise to Greece/Turkey this year. I hounded the airlines, relentlessly, until I received what I was entitled to and for which I paid for, using my FF miles and the purchase of additional miles to put us where we needed to be for Business Class tix.

Unfortunately, there are many apathetic people out there who work within service/hospitality industries. These individuals should seek another line of work if they can't take it upon themselves to treat customers in a friendly, efficient and accommodating manner.

If you are dissatisfied with what you've been told - TRY AND TRY AGAIN! And, keep checking your reservations/itineraries frequently. Changes do occur and no one will oversee your plans with the same care and concern that you will oversee them!