A friend called and asked if I wanted to go to Mexico spring break week. I said I would if I could get a standard OnePass award. While he was still on the phone, I logged onto the CO site and found standard availability AUS/MLM on 3/11 with a return MZT/AUS on 3/20. I told him that I was in for sure and that he should buy his ticket. When I tried to redeem the ticket, I realized that I could not book open-jaw reward travel online.

I called CO and the SLC rep checked and said there was no availability on those dates at the standard level. I pulled the CO site back up and told him that I could still see standard availability on all segments. When he tried the website, he too saw the availability and began the booking process. After numerous attempts he finally said he couldn't get the trip to book and he called IT.

The response from IT was something like "Yeah, there's a glitch on the website that sometimes shows standard availability when it's not really there. We should get that fixed." He told the rep that my only choice was to buy a ticket or use an EasyPass award. This was going to be a budget trip and I can't afford more than $600 for airfare. I also don't want to use double miles for EasyPass. So my friend and I are both SOL. While I was working on this ticket, he bought a non-refundable ticket on Expedia for $600.

The CSR told me there was absolutely nothing he could do even though he realized the position CO had put me in. I am especially frustrated because there are plenty of open seats on all flights and there was standard availability from IAH to Mexico and back. The problem was the AUS/IAH return. I can't believe that, considering the website glitch, CO could/would not open a standard award seat on the AUS/IAH legs.

Even as I am posting, the website is still showing standard availability for all segments.