Ticketed OMA/ORD/LHR/BLQ landing at 13:10 - award April 4
BA cancels last leg now get in at 3:30, I saw an IB flight ORD/MAD/BLQ for $ call to ask
AA agent says no problem she will do an even swap, was emailed a confirmation with 2 ticket numbers on IB
I asked for the IB PNR so I could do the seats myself - long pause she couldn’t t get it, put me on hold for 30 minutes
A supervisor came on and said she had done an incorrect ticket swap.
Here is where things gets bad, said all she has now a flight getting in at 11:40 pm - the BA flight landing at 3:30 ( which we had seats on) is no longer available for award ticketing.. I said we can’t get in at midnight, how are we supposed to get to Florence, staying at a boutique hotel front desk closes at 10pm

She promised to call me Thursday after reaching out to IB and BA to improve it
What should my expectations be?