Thanks for the replies every one.

Very very late last night I took it upon myself to check one more possible scenario involving the same days of the week just a week later that still incorporated the Christmas holiday, etc.

I was able to find and get every thing booked on international legs in business which is the hard part, and the supervisor opened up economy seats on the domestic legs which I was really appreciative of.

Of course, I had to convince her not to charge the $200 award refund fee. Just like previous reps who hadn't noted the account, even the previous "supervisors" hadn't noted my 5 hours on the phone last night and what courtesies were to be offered. Basically, every time I called I had to start from the beginning and demonstrate I was worth being helped.

Lots of lessons learned. These reps all look for these account notes that no one on their end are actually using so you better request specifically they do it. I didn't appreciate the blame shifting/doubts thrown my way throughout the process but at the end of the day it's been fixed and I'll throw a nice feedback review for the last person I dealt with.

There seems to be more than a few things they need to work on customer service wise. I'm exhausted, but happy it got worked out.