You hit the nail on the head...but when the agent won't make the call, that is the frustrating part!
I KNOW the cost of the upgrade, have passed it on, but can't seem to get someone off their *** to make it happen. having spent too many years in the industry, knowing the procedures, the policies, etc.....went through this agent because the rate was dramatically better than the cost using our other eligible pricing. I am giving the agent an opportunity to make money on the upgrade, as much as they made on the initial booking!
Oh well, we cruise twice a year, guess that is revenue our current TA does not need.