Yep - I've complained numerous times about being able to go through the upgrade with points flow on an existing booking, only for something to go wrong after en

Yep - I've complained numerous times about being able to go through the upgrade with points flow on an existing booking, only for something to go wrong after entering my payment details and then just having to wring a call center to process the upgrade. I wonder what the cost of annoyed customers who now fly Virgin and call center salaries is compared to proper engineering?