I have been trying to find award availability from AKL - BNE. I looked on and called United (no NZ flights there), I called American (no NZ flights there), finally, looked at Aeroplan - lots of flights showing. I tried booking several times - kept getting an error code. I called Aeroplan and after 1:52 on hold, I got an agent. I explained the error codes I kept receiving and she said - no problem, I can see that flight x is no longer available, however, I have flight y for an additional 10k in points. I very explicitly asked - are you sure that you can book that flight? She explicitly stated, "Yes". I immediately transferred the points over and the next thing I hear her take a sharp breath and then she said, "Oh, I can't book this."

I took several deep breaths and then said, "You just told me that you could book this flight."

CSR: "Sorry, I don't know what to do."

I asked her to get her supervisor on the line and this was her error and she said - ok - but it's a 45-minute wait - I really don't know what you want me to do.

As far as I'm concerned, she made an agreement on behalf of Aeroplan when she said that if I transferred the points, she could definitely (because I double-checked that) book the flight right away.

The way I see it - Aeroplan should honor what the agent said and book me on the flight. I have requested that - but the CSR says she has no idea what to do and that she doesn't know what her supervisor can do.

Realistically, am I out of the points (because I only transferred them for this one flight) and still flightless?

Very frustrated.

Suggestions?

Update #1: Been on hold for almost an hour - think I'm now in the infinite hold loop of nothingness.

Update #2: The CSR agent finally came back and said that she has spoken with her supervisor and that there was no way for them to book a flight, but that they would transfer the points back. While I'm out several hours of time, at least I should (hopefully) get the points back in a useful form. I asked for a confirmation number or anyway to verify any of this in the future and she said that there wasn't anything they could give me like that, but they would get in touch by email if there any problems. Not holding my breath here.

Update #3: Actually spoke with a supervisor and got more details and confirmation that the points would be refunded to my account. He apologised for what was a system glitch that was compounded into a series of errors (his words) by the CSR.