when I am told that I simply say "Thats fine- I'l discuss it with the supervisor" I will also. at the beginning of the call. get their name. And use it. If they flat out refuse a transfer ask "wait. _____ are you refusing to let me speak to a supervisor? I want to make sure there is no misunderstanding"
And perhaps you dont understand- the agent is insisting 'there is no award space'. This is correct. What they should do is OPEN AWARD SPACE FOR YOU. They cant do it. a supervisor can.