I am hit or miss with the agents on the phone seeing the true availability.

Just the other day, I went to change 2 seats in TG HKG-HKT Economy Saver to Business Saver. .com showed 2 open business saver seats, so when I called to switch, I thought it was a slam dunk.

The first agent I called said she did not say ANY business award availability for that flight at all.

Hang up, call again, get a very nice agent who pushes the change through with no issues!