Ok, so there is a consensus that the online booking engine sucks.
* doesn't show all potential routings
* doesn't calculate taxes correctly
* can't book intra-US awards
* doesn't calculate award levels correctly


Soooo, just expect to pony up the extra Euros to deal with the HelpDesk. For your booking fee 'investment', at least you'll get more accurate (if not totally acuurate!!) info.

Regarding the 'bad apple' agents, just hang up and try again!