I am actually a reservation agent I do want to apologize but you were given incorrect information by the phone agent. Unfortunately when it comes to upgrades into business or first class, you either have to do it with certificates or miles and have to be in an upgradable fare. It is very unfortunate that you had received this information. I really do love working for the airlines but sometimes we do have a few people that don't understand the policies or that are newer to the airline industry and that is why this incorrect information seems to leak out.
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