Book Your Award Review: I had a terrible experience recently with Book Your Award, and I will never use them again as a result.

I have used Book Your Award on multiple occasions previously with decent success, so I was happy to use them again on a booking to Europe. I had a voucher for Air Canada for 150,000 miles from a previous award flight that I had to cancel for personal reasons. Book Your Award booked the first leg of the trip for 110,000 miles with Air Canada via phone. Book Your Award thought that the remaining 40,000 miles could be used for the second leg of the trip, not knowing that once any of the miles were redeemed the remaining miles could not be used. Book Your Award ultimately booked another flight with Air Canada, which I could have used those 40,000 miles on, but due to Book Your Award's lack of knowledge I lost all 40,000.

Moreover, on this same booking request, Book Your Award suggested an award flight on Air France that required me to move 125,000 Citi Thank You points. After I moved the Citi Thank You Points, Book Your Award did not try to make the booking for an unreasonable amount of time. The award flight then was no longer available. As I mentioned, they ultimately booked a flight using Air Canada miles, so my previous Citi points are now trapped with Air France. Book Your Award also had no idea how to prevent Air France miles from expiring, and there advice on how to do so actually contradicted one of their own articles on this subject.

Also extremely frustrating is that Book Your Award attempted to push the blame on me for both of the above. When I pointed out irrefutably through our message history that Book Your Award did not understand how the Air Canada voucher worked and that my Citi points were now trapped with Air France, Book Your Award would not admit fault. At least Book Your Award did not charge me the award booking fee. In sum, I would not use Book Your Award again.