Staff can only add new recipients on their account at certain points in the year. They receive a quota of these 'special' tickets each year.

There must be availability on whatever flights you want to get on and thats not regular ticket availability. Its a special ticket availability. Once issued though its pretty much guaranteed. I really dont know why you've paid her and been denied. But you best take it up with her - do not rely on it. Buy a full rev ticket asap.