Seems to me that the folks at the call centre are not aware of the process to book these awards, anyone here been successful with this or know the correct procedure. I know there is availability as I tried it from AB's website directly.
I had a very Kafka-esque conversation with an Etihad agent a few months ago where they politely advised me that every single seat on every single day for every single Jet Airways flight on every single route was sold out with no exceptions for the next 11 months, but please try back tomorrow because availability changes constantly.