I tried to book an award flight on QF metal using QF miles for my parents and my 1 year old son. Even though he's young enough to be a lap infant during the flight, I wanted him to have his own seat. I called their (US) customer service, and they said I could book the 2 adult seats online, and then they'll book the infant seat/ticket reservation to the adults.
The adults' award booking was successfully ticketed. I received a booking reference for the child, and I can look it up on the Qantas site, but it's still "processing"; I don't have a ticket number, and the points have not been deducted from my account. The booking reference was created almost two weeks ago.
I called customer service twice more, and they assured me that the bookings are linked, and that the award booking is "in the queue" for ticketing. They told me it should be ticketed in "24 to 72 hours" (even though it's actually been more than 10 days). I'm worried because when I check award availablity online, the saver fares I had seen at the time of booking are gone. And since he can't travel alone, I'd have to cancel the adult flights and rebook with another airline to get three seats (or pay cash my son's seat).

Is this processing/ticketing time normal? Should I be worried about my son's reservation not getting ticketed?