1. Mrs. Flyer is flying YUL-DEN-KOA using a standard award ticket (40K miles one way). 2. She is a United Credit Card Holder 3. She used her own miles for the award. 4. She is 1K When we first made the reservation, all her flights showed the CPU eligible / requested banner. Now, ~ 4 day before her flight, the banner has disappeared. I called United and was eventually told that she is on some sort of"back office list" and I was assured she was in the queue. This goes against all of my experience on past award bookings. The banner was always there until flight time whether we were upgraded or not. Any suggestions? Confirmations? Help? How can I be assured she is on the U/G list?