Unfortuately as customers, we don't have the same employee secret handshake or password or whatever it takes to get phone agents to work with us.

Some are very helpful, while many are not. Getting a canned, yet incorrect response like, "If it doesn't show on my screen it's not available" is quite common in this situation, and there's not much a customer can do when dealing with such an ornery agent.

Though I have offered to train them on reward bookings.