...until I tried booking a OW award.

Here's the intensive 3 day booking training I got so far:

AAgent #1 was just fantastic - warm, polite, quick, proactive, checked alternate dates without being asked, repeated the segments and class booked, and offered to email the itinerary to me. ^ Booked 90% of my flights except that the outbound and inbound were not ideal as my desired dates weren't available in U so I had to hold and call back.

Perhaps I started off so well, that, there was nowhere to go but down:

Called back to check on alternate routes. AAgent #2: "there're no business seats. you can't book this" (and did not offer to search other days). I asked her to check 3 days before and after. She sighed and went quiet for 5 minutes and back with: "nothing." Me: "OK, I'll check later." She sped through the Hertz/Alamo discount booking ad and hung up.

I thought AAgent #3 was sent from heaven, but it was just the opposite. She said that she got my inbound in business on my desired date. Me: "Great!" Perhaps she could change the outbound too? "No," she said, "only available in first." Me: "Thanks, I'll check back." Checked AA.com. The inbound was booked in first! My hard-chased CX business seats were released.

Called back immediately and told AAgent #4 that the last agent released the original seats returning to the US and booked in the wrong class, and that I needed to rebook the original seats. I feared that the seats would not be available for booking again as they were not returned to the same bucket, but thought I'd try anyway. #4: "What do you want to change?" I repeated the issue. She tapped for a few minutes: "Okay, I've changed them back for you, would you like an email?" Grrrrrrreat! "Yes!" #4: "It'll arrive in a few minutes."

I checked AA.com. No change made. I reloaded and reloaded AA.com and email. No change made and no email. I called back immediately.

AAgent #5: "What's the issue?" Then: "I can't help with this - would you like a supervisor?" Yes!

The supervisor was fantastic, but could not get the seats back as the CX system would not put 2 but only 1 seat in the system for some reason. She did work with me for close to an hour to check various alternate routes. But we would now have to fly with a stop and on different carriers instead of direct on CX.

Though one segment had a booking code U, it listed as "Economy." By now I'm paranoid that they booked the wrong class again so I called to verify. Agent #6: "What do you need?" "You are all in business." "Don't believe the internet, this is not booked through the website." I asked for an alternate date and she said only one business seat was available. I told her that we'd take it and have one in coach. She said there was no other seats. I was in disbelief: "3 flights and not a coach seat?" #6 scolded me: "It's a major holiday! Everyone's traveling, so there's no seat! The website is wrong, I can't book it." I could not possibly believe her, so: "I'll check back later."

I called to check for alternate date. AAgent #7 tried to be helpful, but...he encouraged me to take a connecting flight. Me: "But could I connect through XXX since I started the trip from there?" #7: "Oh let me check." Minutes on hold. #7 back: "You're right, sorry you can't connect through origin and destination." Me: "Thanks for trying, I'll check back."

AAgent #8 in heavy accent: "Thees iz for Meeeeeeez BlackjackKitty?" Me: "Ermm...no..." I repeated my record locator 3 times. She couldn't find it. Me: "I'll call back."

AAgent #9 talked slowly, but found a business seat on an alternate date. We decided to take it for now, and she split the reservations into two separate ones so that the other traveler could take a coach seat for 1 segment. I asked for an itinerary email and it never came. Checked online: the other traveler was not booked in coach on my flight.

Called back to make some changes. AAgent #10, excited - huffing and puffing: "You can't do this! This is all messed up! There are too many things going on! You can't use 4 partners!" Me: "Why not? This is for a OW1x0C award." #10, silent for a minute: "Well, that would be fine then! But the last agent didn't book it this way." How did she book it then? Her attitude got worse (if possible) as I added on 3 more segments: "Wheeeeeeeeere do you intend to be your last stop?!" I tried to not snap as she was actually competent (compared to some others) in booking the correct flights. My itinerary was at last finalized. #10 quickly went through the the car rental advertisement. Me: "Wait...I need the other reservation to have the same flights as well." #10, loud puffing: "The same dates, right?" Me, grateful that she's quick!: "Yes, please email me both itineraries. Thanks." I only received one reservation email.

I did send a complaint on two AAgents and a compliment on two people via the CR link, but only got a stand email reply back so far. I am exhausted - wondered if there are many frequent OW travelers and how they book complicated itineraries so often?! Honestly I wish I didn't have to call back so much, but things kept going wrong...I hope that after all these calls there's no special notes added to my profile that I'm going to get "special" treatment if I call them again!

(Going off to dream about an online international OW award booking service.)