That is disgraceful. When they note things in your PNR, it alerts the agent not to contradict the advice given by the person who made the note. When that advice is wrong, it is infuriating. Do keep a record of each call (I know it's too late now to have noted names - the trouble is, we never think of it until it's too late).

Is it worth telephoning and asking, politely, to speak to a supervisor immediately? You have my sympathy. We really shouldn't have to go to so much trouble to disprove the firm belief at any Air France customer service point that they never, ever make mistakes. It is the company's worst feature. I gave up after three calls on my last attempt, because it was only a few hundred miles which had not been correctly posted, but this is an award ticket. If you want to travel, you have to resolve the problem.

Good luck! I do wish this board had a FB lurker whose job it was to pick up this sort of injustice.