We were booked on a JAL flight to HND at the end of August. The flight was cancelled but we were not notified by CP; I found out on the JAL site. Given that individual travelers probably won't be welcome any time soon, I contacted CP to change the flight to April 2023. There was availability on the original flight for a date in April that worked for us. But I could not re-book the flights at that time because they needed to re-deposit those miles in my account and once that happened they would reach out to me to complete the booking, which was being held. I told the agent that I was not in the US and that I could not receive a phone call on the cell number they had for me. She assured me that they would not call but rather send an email, which I could receive. I did not hear back while I was abroad and when I returned to the US there was a voicemail on my cell from Cathay Pacific. I called the number and was told that the hold on those award flights had expired and that there was only only ticket available (we need two). I requested that they review the phone call (it was recorded) and verify that I was not told that the hold would expire after a certain time and that I had repeatedly told the agent that I could not receive a cell phone call, only an email. I even offered her my local cell number but she said that they would email me so I should not worry. I asked the agent helping me yesterday if my husband could be put on a waiting list for that flight and was told that it was not possible. I feel that I'm really being screwed because there is no award availability for entire month of April and the beginning of May. I had already switched all of my reservations in Japan for those new dates so we're pretty limited in terms of when we could fly.

I did nothing wrong and counted on being sent an email, which I never received. Obviously CP has no control over award space on a JAL. There is a flight the following day on CP via Hong Kong. It is somewhat less direct and longer, but at least CP controls award space on their own flights. Should I request being given that flight? Do you think they will agree? What other options do I have?

Sorry for this long post but I feel totally screwed by CP. I had transferred my points from Citi to CP in October 2019 for the original travel in April 2020 and have re-scheduled this trip three times already. Any thoughts, even if it is that I'm out of luck, would be helpful so I can try to figure out another solution.