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Hello all. I wanted to share my successful experience in getting an upgrade, in case its helpful.
Applied on 22nd April, travel on 20th June. On 3rd June I called the adviceline who said they would arrange a callback. On 6th June I got a callback from someone who put me on hold for an hour and then passed me over to someone who had idea why I’d been called. So I decided to just send the email to the Liverpool office requesting an upgrade, rather than waiting for the upgrade team to call me. Got the standard acknowledgement.
On 13th June I missed a call from the upgrade team (I think). They said to ring the main line to get back to them, so I did, spent a lot of time on hold, eventually someone said they will request a callback. On 15th June noone has called, so I called again and this time asked to be put through to the upgrade team, which they wouldn’t do but did put me through to the progress team. This was the first person who was actually helpful – they emailed Liverpool on my behalf and on 16th June someone from the upgrade team at Liverpool called, took the money, called back and said the passport is ready for collection. On 17th June the callback finally came through but I told them it was sorted.
So I think what worked here was emailing the Liverpool office, rather than waiting for callbacks etc. And then getting through to the progress team, rather that the useless people on the main line. I also booked a £10 flight so that I would be eligible for the upgrade (actually travelling on 26th June but wanted some breathing room).
