Great example, knowing firsthand about this bureaucracy having lived in Vienna for 15 years, on the doorstep of Eastern Europe, during much of the cold war.

Even the manual reissue desk now says they have to contact someone else to see if they can make the change. Lack of empowerment to the Nth degree!

Update: after checking with the other department, the verdict is the same - they want 12.5K more miles per person than they should. Stupid but so be it. We're not changing.