Originally Posted by mattk

Turns out you do need a compentent agent but in this case both the tool and BD were correct...

Background is I have an existing redemption for which I need to change the first sector. Checking KVS showed me there was availability to do this.

First time out I phoned BD and gave them the existing booking references before asking for availability on the flight I wanted. They said there was none despite the tool saying there was and wouldn't listen any further.

This morning I called them again but this time I didn't give them the booking reference but instead went through it as though it was a new redemption. The result was there is availability. However when they loaded in my existing booking reference the availability disappeared. After discussing this with them at length and being on hold for 10 minutes they accepted there was a problem with the booking engine and they're now looking into it with the carrier directly. No resolution yet but hopefully I'm getting there.