Thank you for the info! Basically what happened was - I booked a Business Class return ticket (Amsterdam - Hong Kong - Amsterdam) for my mother over the phone, using my Asia Miles. I asked "is the ticket now booked and confirmed?" and the Marco Polo customer service assistant said "yes". Then I received my confirmation email. On the day my mum (who is an old lady and does not travel very often) called me from AMS airport in distress, saying she was not on the pax list for the flight. I spoke to the CX check in staff and they said all they needed was a new ticket #, and my mum would be on the flight. There were seats in Business class available. I called Marco Polo, and they told me that the ticket was cancelled. I said I certainly never cancelled it, and I was not informed of this cancellation. I asked if they could issue a new ticket #, as they had access to my Miles + credit card. They said no and refused to help. My mother ended up purchasing her own Economy Class ticket for 1000 Euros at the CX counter to make the flight. When I followed this up with Marco Polo (they listened to the recorded phone conversations) they agreed that I was right and they were wrong and they offered to pay me back half of my mum's Y-Class ticket (500 Euros). Later they took it back again and said I was wrong they were right and I would get nothing. When I asked to listen to the recordings of the phone conversations myself, they denied. I told them that it was extremely unprofessional to first offer a refund and then take it back again, and I pointed out that somebody admitted to me (on tape) that the mistake was with them. I asked to speak to a senior manager, and they kept putting me through to people who said they were managers, but then it turned out they weren't. When I asked for their names they only gave me their 1st names and in the end they denied me access to a real senior customer service manager. They represent Cathay Pacific, one of the best airlines in the world, not some low cost carrier. I already brought this to CX's attention and I got a reply very quickly. Wish me luck....