Originally Posted by
CHSDOC
Yes, chs-lax.
Is there something or someone specific I need to ask for to agent?
No. Honestly this sounds EXACTLY like what I had to go through above.
I called, said I found a better LAX-RDU routing, but the agent could not see it. I triple checked at aa.com that it was still available, etc. while I was on the phone, but she could not see it. She put me on hold, came back and said the same thing. I said I just checked aa.com again and it's still there. She put me on hold for a second or third time, checked with the rate desk or whoever, finally came back about 5 mins later and said she was able to see it and could change my existing award.
I have no idea what they were looking at originally, or why they couldn't find something that was available clear as day at aa.com, but it worked out in the end.