I just booked by phone yesterday. It took three calls before I got an agent that knew what exactly to do. Plus, I was booking points from a Silver account for use by a Gold member. Interesting info I did not know. The award was available for a Gold but not a Silver! I knew Diamonds got all sorts of perks but this was a first for me to see a cache of awards only for Gold members or above. The third agent booked it under the Gold name, paid for it out of the Silver account. No problem. The other agents would not book it at all since the points were coming from a Silver account.