Originally Posted by AxelJF

Need some advice on the following situation:
I booked a partner award through TAP for September next year with SQ for Seoul-Singapore-Phuket (with Multi-City-Search). Search engine showed Business availability. Booking process displays travel would be entirely in Business. Booking confirmation email from TAP shows both segments are in Business. Problem: going to SQ and checking the booking there, it shows that the Seoul-Singapore leg is in Economy.

I call, situation is checked, no constructive help is offered as there is zero availability for any flight on any day around my intended travel date. "Only option I get is we can cancel and fully refund all miles and fees. It's an award ticket. We can't do anything else" ... Yeah, but that's not a solution for me, of course. I feel deeply misled and deceived as the search engine is clearly distinguishing between days with availability and without, the booking process clearly shows that all flights are in business, the email says all flights are in business. At no point whatsoever I get the information that one leg is not in business or that it may not be. So? What now? Do I accept the "take it or leave it" offer that they give me? Or do I have any leverage here? They rejected my proposal that they should now provide what they sold, but can't seem to deliver: thus simply buy me a cash business ticket from SQ if there is no award availability. Was told they can't do it, which reads of course "we don't want to do it". But we have a contract, don't we? Is this worth absolutely nothing? Am I at the mercy of TAP? Should I accept being fooled here? Is there zero consequences nowadays, no feeling of responsibility? Companies can sell product A and deliver product B?

I know there is plenty of faulty award searches out there, and often a booking collapses on the last page cause availability isn't actually there, but here I made a purchase and got confirmation. Don't they need to deliver now? If their tool is crap, they gotta fix it and take up responsibility for any purchase that has been done so far. I don't care how, that shouldn't be my problem, but TAP's. Am I totally misreading the situation? What do others think? Do I have (even legal) leverage here? Thanks in advance!