Definitely struggling with EY partner redemptions too.
As soon as something out of the ordinary happens, it seems that EY has no clue how to handle situation.
Two redemptions (DAD-BKK on PG and DAC-CMB on UL) on two partner airlines. Agent was able to make a booking (both had availability) and calculate taxes but, because the miles required for those flights were not specifically stated on their websites, they had to put in a request to calculate miles.
I have been told to call back 24 hours later every day for the past six days. Every agent I have spoken to has been super nice but I just don't understand how this is that challenging for someone on their back office team to calculate the required miles?