[Tony]

Over the last year I have taken numerous business class flights on British Airways, renewing my Gold Card (1,500 points) along the way. When I reached 2,500 for the year I received in the mail a certificate for a free one-class upgrade for two to be used “on the next flight you book.” There is no fine print on the certificate or indication of any restrictions in its use.
I went ahead and booked flights for a trip for my wife and myself in World Traveler Plus online and then tried in vain to upgrade them to business class using the certificate (which said I should redeem it via the website.) I then called the reservations number for help; they were unable to and referred me to Customer Service, who referred me back to reservations. Eventually I established that the 2,500 point upgrade certificate is secretly restricted in the same way as using miles to upgrade – which, in the case of BA, means you can almost never upgrade to business class. (I have over one million miles in the BA Executive Club; I can never find flights I want on which I can use them.) In the month we want to fly there are no seats at all available for upgrade - so much for the bold statement that I can use the certificate “on the next flight you book!”
I told the agent I felt I felt I had been misled and asked to cancel the flights I had just booked online; I was told I would have to pay a substantial cancellation penalty. I suggested they might waive the fee for a gold card holder who spends thousands per year on BA tickets. Forget it, I was told. I emailed the CEO and received a standardized, meaningless response.
BA won’t be seeing me in future.