Originally Posted by
xliioper
ITA Matrix will frequently show broken fare constructions. These are not eligible for cert redemptions. ITA will show if one or more fares in each direction is involved. If more than one, it's a broken fare. Domestically, they'll generally have layovers over 4 hours which automatically breaks fare.
True, but that doesn’t apply to existing reservations that have had a DL initiated schedule change, only new bookings.
OP, call back and keep calling until you get a supervisor to override and put you on your desired flights. It can 100% be done. The agents are not seeing your Matrix options because they would normally not be eligible for companion cert redemptions based on the explanation above (website uses same logic so same issue there). Give them the exact flights you want and request an “even exchange.” If they can’t do it ask for global ticketing.