I have had the same problem, twice in the last week. Both times the award was showing available on UA website and KVS/ANA. both times phone agent said not available. Agent said the flights were not showing up at all. Two different agents. I booked and ticketed them both online. One was LH F within 2 weeks, and the other was TK C. Very frustrating, but due to devaluation on Feb 1, I am done with UA awards