I booked a Aeroplan award itinerary for someone else, through my SE Aeroplan account.

At her request, I have changed a domestic itinerary (in economy class) a couple of times already (she knew about the first free change on Aeroplan award tickets through a SE account). She wants to change it again. I would prefer her to do so.

I have spoken to 2 separate SE Aeroplan agents. They said that she can also call; she whould have no trouble - she gives them the booking reference number, my Aeroplan account number, and reminds them that I am a SE - which means she gets priority access (IKK) to the new economy seat bookings.

Well she has called 3 times, even after making the statements to the agent as indicated above. Two of the times, the agents told her that there was limited inventory (ie the non-priority access inventory of non SEs). The third agent told her that she does not have the right to access a SEs account, even if it is a booking in her own name!

What are her options in terms of;

a) getting an understanding and sympathetic agent who will handle her request

and

b) perhaps sending someone with decision making authority in Aeroplan her statements regarding these 3 experiences.