Called today and discovered my first experience of the "incompetence" because I needed to do an open jaw round trip with one free stopover, and the website doesn't allow that to be booked online.

First call... got through to a CSO who said she couldn't take redemption bookings, instead took down my route and dates, and said will forward my request to someone else to call me back by today.

Second call... in fairness another CSO (who presumably CAN make redemption bookings) called back within an hour. But the moment I mentioned redemption with stopover, she said she needed to put me on hold because "rules are changing". I said I'm very familiar with the rules, and they only change for bookings made on or after 5 July 2022, in any case my stopover is for less than 30 days so won't be impacted under the current or new rules. But she insisted on putting me on hold to check anyways - come on, are we here to EDUCATE your CSOs now? Shouldn't they know the rules better than callers?? Basically she just made a booking, emailed me the itinerary, and said she would need to call me back later to advise the miles and cash requirement - why it would take multiple phone calls to do something so simple defies understanding.