I have been trying to find a Y class award travel to transport my aunt this summer to visit us in the USA on UAL from Europe. I ended up with splurging on B/C ticket because to no availability in Y.
1. I used 1K desk and even there it was hit and miss. Most of the time i felt they were not that interested to help me to find a flight. I understand that UA uses not very sophisticated search engine for Award travel on SA partners, and in this case a human factor plays a crucial role. On two occasions (i called probable 7-8 times before i succeeded) i was assisted by very, very knowledgeable, caring and professional ladies from this desk.^ Thanks a lot to them from the bottom of my heart.
Lesson learned- to be persistent and do not take no for an answer.
2. My aunt ended up flying business class, but the quality of it is in question.
On one leg it's unknown to me BMI subsidiary Astraeus Air with B/C seat that has only 50.0" pitch and not particularly good reviews neither for service not for seat quality.
On another leg it's USA envoy B/C seat which has bad reviews as well.
Lesson learned- lower your expectations ( no all flat bed not even UA regular B class seat)
Overall i'm happy that my search is over, Good luck to you