We tried to upgrade our coach tickets (EWR-Copenhagen) to Economy Plus, and used 30,000 points to do so--19,000 of which are expiring. The reply: You'll hear 24 hours ahead. We heard--and no upgrade. So the points we earned over several years with SAS became useless. It's like theft! To make it worse, we bought additional points for $250 to have enough for a return trip. It's impossible to get through to this airline. When I finally reached someone to ask about refunding my money (figuring we'd not get the upgrade again), the customer non-assistance kept saying, "This is the policy. It is clearly stated." A truly horrible, infuriating experience. It was like being robbed.