I have the same issue with upcoming KL itin. I have a reservation for my wife and I: my ticked paid and an award ticket for my wife. I called the Plat/Gold line to get seats and the KL system did not recognize me as Gold, therefore I could not get any preferred seats. The agent was very nice, very helpful, she did try, she went into the KL system and everything... but no dice. Does calling AFKL help?