Can't help it if they're incompetent.
Speaking of incompetence..
I have tickets to JNB - looking at the Upgrade options to business I am offered 50,000 points + $650 (!!), when the price in X class, which is available, is 76,000 + $32, and my tickets were 26,000 +$32.
So I understand how they came up with the 50k figure - but the $650 add-on makes zero sense