Is it normal for Customer Service chat to promise something and not follow through
About a week ago I had a trip to Japan. On the way back, the day of the flight around 7am Tokyo time, I saw there were 5 seats available for purchase in flagship business. I contacted customer support through the app and asked if I could pay for an upgrade. He confirmed they were available, but Instead of handling the payment online and getting me the seat like they usually do. He said he was going to reserve the seat for me so I could pay when I got to the airport later that day. Saying it would be easier to do when I got there.
When I got to the airport at 5pm Tokyo time, they said all the business and premium economy seats were taken and I couldn’t upgrade even if paying for it. That unpaid reservations aren’t something they do and seating is subject to availability.
Is this normal? I’m fine with not getting an upgrade if nothing is available but to have them say it’s there when I ask for it and say it’s reserved for me; then not getting it. Is kind of a pain in the ass.