Award travel reimbursement: success
Made FB Reward booking for PDX>HND four months ago to enjoy Sakura in Kyoto. Several of the cultural events we also booked have since been cancelled due to COVID-19. Wished to take advantage of rescheduling/cancellation options recently posted to both KLM and Delta sites. Delta (carrier) could not assist us, only the ticketing airline (KLM/Flying Blue program in this case) could do so. Could make no changes via My Trips, given the use of Reward miles. Called FB five times yesterday, averaging 45 minutes hold time per call, before being disconnected each time. Also tried Twitter, was sent a form response asking me to... call the FB Help Centre. Then tried email link. THIS is what worked. 12 hours later, an email reply from KLM informed me my cancellation request had been approved, with my Reward miles added back to my FB balance. Confirmed via KLM/FB app: all miles reimbursed, plus airport tax costs credited back to AMEX. Resolved!