Sounds like something needs to be fixed in their system. The right person could probably do it in a matter of minutes. The problem is, the agent doesn't have access to that person. Nor does the agent realize the scope of the problem (he/she probably doesn't realize that this impacts not only you, but anyone else who wants to potentially fly TIJ-NRT).

Further, it's not clear there is an effective mechanism within CO's business process to get the agent to report such an issue and get it addressed in a timely manner. And even if there is, you still have to convince the $7/hour phone agent to do it, and hope that he gets it in the right channel or queue.

Which is why I suggested contacting CO Insider. He probably knows the guy (or the department), and can get you fixed up real quick. This will resolve the TIJ-NRT problem not just for you, but for everyone else who would potentially be in that situation.

CO Insider, being a member of management, would immediately understand the scope of the issue. He'd also realize that if they missed TIJ-NRT, they might have missed more than that route and review the process for adding new routes to make new routes bookable in the award system.

While I recognize your desire to "work through the channels," and not use CO Insider's time, for a system change like this where you can't get a front-liner to run with the ball, I don't think it's gonna happen any other way unless you maybe spend hours on it.

Shoot the guy a PM and get this issue fixed for everyone.