Just to update everyone, the agent I spoke to Saturday promised I’d get a call Tuesday and confirmed the passport had been printed so I have made arrangements to fly Tuesday night. I have just had a call from a call back logged prior and this agent said the upgrade team isn’t working Tuesday and the passport hasn’t been printed!!!!! Safe to say I lost it with her and she actually told me ‘agents lie to get people off the phone’. This I will be logging in my complaint. The incompetence is nothing like I’ve ever experienced before.