Last edit by: Prospero
oneworld and other airline Awards Rules, Information 2015 on
NOTE: Check AA award charts for current awards costs.List of airlines you can use in redeeming awards:
oneworld airlines (and their oneworld affiliates) are:
- AA - American Airlines (and American Eagle)
- AS - Alaska Airlines
- AT - Royal Air Maroc
- BA - British Airways (and BA Cityflyer, BA Euroflyer, Sun Air of Scandinavia) (incurs high YQ surcharge)
- CX - Cathay Pacific
- AY - Finnair (and Norra)
- IB - Iberia (and Air Nostrum, Iberia Express) (incurs YQ surcharge)
- JL - Japan Airlines (and J-Air)
- MH - Malaysia Airlines
- RJ - Royal Jordanian
- QF - Qantas (and QantasLink, Jetconnect - not Jetstar)
- QR - Qatar Airways
- UL - SriLankan Airlines
Non-oneworld airlines one can redeem (MileSAAver) awards on are:
- TN - Air Tahiti Nui
- CZ - China Southern
- EY - Etihad Airways
- FJ - Fiji Airways (oneworld Connect partner)
- HA - Hawaiian Airlines - except mainland - islands
Airlines that can be booked for award travel on aa.com:
oneworld alliance partners and other partners
- TN - Air Tahiti Nui
- AA - American Airlines
- AS - Alaska Airlines
- AY - Finnair
- BA - British Airways (awards incur YQ airline imposed surcharge)
- FJ - Fiji Airways
- HA - Hawaiian Airlines (not interisland not North America - Hawaii)
- IB - Iberia (lesser YQ surcharge)
- MH - Malaysia Airlines
- QF - Qantas Airways
- QR - Qatar Airways
- RJ - Royal Jordanian Airlines
- UL - Sri Lankan Airlines
All other airlines have to be requested by telephone; calling to book awards that cannot be booked online no longer incurs telephone service fees.
Routing assistance, etc.
Check this oneworld interactive map and timetable by Innosked to see potential routes, and you can sign up for British Airways Executive Club or Qantas Frequent Flyer to use their sites to find awards (look for the lowest level awards) you can't see on aa.com. Also see this link to AA.com listing oneworld airlines with information about each.
Awards may be put on hold for five days. Awards may take time to be verified by the operating airlines. Once approved, they will proceed to a booking queue for ticket issuance; the sooner the trip, the faster the process - and vice versa. See link to thread, below.
Booking for, or changing an award to, travel sooner than 21 days out requires an early booking fee (waived for Executive Platinum members). One can not book farther out, change to closer in and evade this fee any longer (as of 16 Feb 2012)
Booking Business or First awards with JL / Japan Airlines one will only be able to fly in Economy domestically in Japan, but upgrades are quite inexpensive at ¥1,000 or so per flight.
See more below in "General Rules"
Latest changes:
- As of Aug 2017, Connections are limited to two connections / three flight segments for domestic awards, and three connections / four flight segments for international awards. Link
- Nov 2016: MH can now be used on AA or CX transpacific awards to India subcontinent via HKG in addition to CX
- May 6, 2016: Regions split (Indian Subcontinent, Middle East)
- As of 7 April 2014, the "free stopover" discussed can no longer be used as free award stopovers at international North American gateways have been eliminated.
- Airlines are normally precluded from writing tickets with more than 16 segments.
AA Region Definitions*
Region definitions changed again May 6, 2016. Link
Links and resources:
- See (AA) oneworld and other airline partner awards chart
- See (FT) AA's current One-Way Flex Awards(May 9, 2009, including new stopover rules)
- See (AA) AA Award Reservations
- dealing with BA and IB surcharges
- For the older, archived very long (but information-rich) thread, see here.
_________________________________________________
updated April 2021. Modified and updated from JonNYC's original post in the archived thread (please feel free to update):
Introduction
There are two types of awards discussed below, AA Awards and oneworld and Other Airlines Awards, which are targeted to passengers traveling to a single destination.
As of 1 October 2010 awards may be redeemed for travel on all British Airways flights, including previously excluded flights between the U.S. and U.K. Note that additional British Airways high YQ surcharges, as well as Iberia's lower YQ surcharges, apply based on class-of-service and market flown: see Earning and redeeming AA miles / upgrading on BA/IB; BA fuel surcharge (Oct 1, 2010)
Award Rules
- American Airlines Awards are valid for travel on flights that are marketed and operated by AA (no codeshares). These awards can be booked online at AA.com.
- oneworld and Other Airline awards are valid for travel on AA and any of its partner airlines, and can include travel on multiple partners. Many of these awards must be booked over the phone, and will not incur a Ticketing Service Charge (waived for EXPs in any case) if they cannot be booked online.
- Up to four one-way awards can be booked on a single PNR.
General Rules, Routing and Connections
Passenger has 4h on domestic / 23h59m international travel to connect. If there are no scheduled flights within this timeframe, regardless of availability, the passenger must take the next scheduled flight but, may not exceed 24 hours. If the connection exceeds 24 hours, it will be considered a stopover may require two awards).
If there is a non-stop flight that departs after the 4h / 23h59m windows and arrives at the destination earlier than a connecting flight within the 4h / 23h59m window, the passenger may be booked on the non-stop flight.
Effective on 14 Jul 2014 on an all-AA-metal award itinerary, you now have up to 18 hours to connect when traveling to/from Hawaii [[URL="http://www.flyertalk.com/forum/25730421-post993.html"]Ref]
The particular carrier's Maximum Permitted Miles / MPM + 25% on a particular route. (The MPM by itself often exceeds the distance between the origin and destination airports because connections may be required.)
Or, the "most significant carrier" (e.g. DFW-SFO-HKG-BKK, CX SFO-HKG is the prevailing or most significant carrier) must publish a non-constructed fare between your origin and destination.
To price as a single award, AAdvantage requires the most significant carrier to publish a cash fare (non-constructed) between the origin and destination. Airline MSC would have to have a published fare from XXX to YYY that allows travel on all included airlines, and routing that you want. If the MSC only offers constructed fares between your desired origin and destination, AA will price this as two awards.
Stopovers
None allowed.
Partner award inventories
Award booking inventory classes for each carrier in the AAdvantage Award program are listed below and may be useful when on the phone with an AA rep or when checking availability. See also the Award Booking Codes page in the FlyerGuide wiki for updated information.
Code:
oneworld Partners First Business Economy -------------------------------------------------------- AA - American Airlines Z U T -------------------------------------------------------- AY – Finnair U X -------------------------------------------------------- BA – British Airways Z U X -------------------------------------------------------- CX – Cathay Pacific Z U T -------------------------------------------------------- IB – Iberia U X -------------------------------------------------------- JL – Japan Airlines (Intl) Z U T JL – Japan Airlines (Dom) Z D S -------------------------------------------------------- MH - Malaysia Airlines P U X -------------------------------------------------------- QF - QANTAS Airways P U X -------------------------------------------------------- QR - Qatar Airways Z U X -------------------------------------------------------- RJ – Royal Jordanian U X -------------------------------------------------------- S7 – S7 Airlines U E -------------------------------------------------------- UL - SriLankan Airlines -------------------------------------------------------- Other Partners First Business Economy -------------------------------------------------------- FJ – Fiji Airways U X -------------------------------------------------------- TN – Air Tahiti Nui F for Business U for Economy -------------------------------------------------------- LY – El Al Israel P X E -------------------------------------------------------- EY - Etihad O I N -------------------------------------------------------- HA – Hawaiian Airlines D T --------------------------------------------------------
General Routing Rules
Routing
General Rules
Passenger has 4h / 23h59m to connect (depending on domestic or international travel). If there are no scheduled flights within this timeframe, regardless of availability, the passenger must take the next scheduled flight but, may not exceed 24 hours. If the connection exceeds 24 hours, it will be considered a stopover.
If there is a non-stop flight that departs after the 4h / 23h59m window and arrives at the destination earlier than a connecting flight within the 4h / 23h59m window, the passenger may be booked on the non-stop flight. It is not necessary to check every flight/carrier to ensure passenger is booked on next scheduled flight.
Must meet Married Segment Logic - a prospective trip may be available when searching segment by segment, yet not be bookable through from origin to destination. When selling seats for through flights and the desired inventory is not available, you cannot opt to sell the flight point-to-point. If sold point-to-point, the error response MULTIPLE SEGMENTS FOR SAME FLIGHT - SELL AS ONE SEGMENT will be received, indicating this booking is not allowed. Overriding the error check by ending the PNR twice is not acceptable.
If the partner airline doesn’t sell an unconstructed ticket for the desired routing, it won’t offer an award using that routing.
Within North America
- Awards wholly within North America are valid on all partner airlines that market and operate their own service within North America.
- Travel between two cities in the United States via Canada/Mexico is not allowed.
- Travel between two cities in Canada/Mexico via the United States is not allowed.
- Passenger must travel the most direct routing.
- Connections of more than 4 hours are considered a stopover unless the passenger is taking the next scheduled flight and it is outside the 4 hours.
- Any connection of 24 hours is always considered a stopover.
- Award travel between Hawaii and North America does not include inter-island flights.
- Inter-island award travel will allow a maxium of 2 flight segments.
North America To/from Other Regions
- Award travel to/from North America is allowed on any combination of carriers that service the applicable region except as noted below.
- Passenger must use most direct routing.
- Hawaiian Airlines is not valid for these awards.
- As of Oct 1, 2010, British Airways is valid for all routes, including transatlantic flights between the U.S. and U.K.
- Travel to Europe, Africa and the Indian Sub-Continent/Middle East must be via the Atlantic only.
- Travel to Asia 1, Asia 2 and the South Pacific must be via the Pacific.
- Travel to/from Fiji/Papeete cannot be via Australia/New Zealand.
- Travel to Easter Island (IPC) must be via Papeete (PPT) or use two awards.
- North American travel to/from Guam or Saipan, the transpacific segment must be on AA.
- Passenger has 23h59m to connect, regardless of availability.
- A connection with more than 23h59m will be considered a stopover.
Travel Wholly Within or Between All Other Regions
These awards do not allow a connection via North America and therefore, do not include travel on American Airlines.
- Passenger must travel the most direct routing.
- Connecting travel is not allowed outside the region or regions.
- Passenger has 23h59m to connect, regardless of availability.
- A connection with more than 24 hours will be considered a stopover.
Travel Via a Third Region
Travel via a third region is not allowed (note the exception table below).
EXCEPTION TABLE:
To/From Via
- North America to/from Africa can connect in Europe or in DOH if connecting QR-QR
- North America to/from Indian Sub Continent/Middle East can connect in Europe
- North America to/from Asia 2 can connect in Asia 1
- Central/South America to/from Africa can connect in Europe
- Central/South America to/from Indian Sub Continent/Middle East can connect in Europe
- Central/South America to/from South Pacific can connect in South America 2
- South America 2 to/from Africa can connect in DOH if connecting QR-QR
- South America 2 to/from Indian Sub Continent/Middle East can connect in Europe
- Europe to/from Asia 1 can connect in Asia 2 or DOH if connecting QR-QR
- Europe to/from Asia 2 can connect in DOH if connecting QR-QR
- Europe to/from South Pacific can connect in Singapore or Bangkok only. Note: this may have been updated to include Bangkok, Doha, Hong Kong, Osaka, Singapore or Tokyo.
- Africa to/from Asia 1 can connect in Asia 2 or in DOH if connecting QR-QR
- Africa to/from Asia 2 can connect in DOH if connecting QR-QR
- Indian Sub Continent/Middle East to/from Asia 1 can connect in Asia 2
- Indian Sub Continent/Middle East to/from South Pacific can connect in Asia 2
- Asia 1 to/from South Pacific can connect in Asia 2
Regions:
- Asia 1 = Japan, Korea, Mongolia
- Asia 2 = Bhutan, Brunei, China, Guam, Hong Kong, Indonesia, Laos, Malaysia, Myanmar, the Philippines, Saipan, Singapore, Taiwan, Thailand, Vietnam
- South America 2 = Argentina, Bolivia, Brazil, Chile (excluding Easter Island), Paraguay, Uruguay
Travel on LAN direct flights between North America and South America Region 2 are allowed. Currently, only one market, Miami to/from Buenos Aries, has direct service. These can only be booked by the liaisons. Contact support for booking assistance.
For permitted changes and fees, see this post
- Check this oneworld interactive map and timetable by Innosked to see potential routes.
- British Airways Executive Club: You can sign up for British Airways Executive Club, Japan Airlines JAL Mileage Bank or Qantas Frequent Flyer to use their sites to find awards (look for the lowest level awards) you can't see on aa.com. Can show "phantom" availability.
- Award Nexus: It's easy to do your experiments for some free browsing (click "more signup options" under the green Purchase button to sign up with your FlyerTalk login info). You might want to run each segment rather than origin to destination. [/quote]
Links to other threads of interest:
MileSAAver / SAAver Award Availability - Help, Assistance & Discussion (consolidated)
Help with British Airways / BA surcharge / YQ (AA award on BA, consolidated)
UK APD / Air Passenger Duty charged for UK departures
Award with available segments not bookable? (Married Segment issues)
MileSAAver / SAAver award reduction / scarcity >= Aug 2011 onward (consolidated)
Ticket or Award status: On Request, Pending, Purchased and Ticketed (consolidated)
Link to archived older posts from this thread.
Thanks and a tip of the hat to aktchi, eponymous-coward, guv1976, hillrider, iztok, JonNYC and others who have contributed to this wiki.
- AwardAce: Compare Award Redemptions Across Airlines In Second
- AwardHacker: "a tool we build to tell you how to travel with the least miles"
- Award Nexus: which can search availability but can't determine cost, with FT member free limited use
- Economical Excursionist's Tools: compare Frequent Flyer Mile Redemptions
- ExpertFlyer is a common tool used on FT. There is a $99.99 annual fee, monthly fee and five day trial
- Great Circle Mapper is useful for calculating distance and MPM (Maximum Permitted Mileage)
- You can try PEX+ (currently in beta), which will even tell you how many miles you'll need, though it draws data from aa.com and S7 so it can't reveal awards that can not be seen on those sites.
- Travel Codex Award Maximiser commercial blog
AA oneworld & Other Airline Partner Award information, rules (master thd)
#272
Join Date: Mar 2001
Location: AA EXP & Life Plat; AA 4MM; TWA Life Plat; HH Diamond
Posts: 1,110
Given that Indian Sub Continent and ME Split can you connect for 1 Award
Does anyone know if you can connect from Asia2 to Indian Subcontinent via Middle East now that the regions are split? Is ME a routing exception?
Am interested in SIN-AUH-DEL and am wondering if that's 1 award or 2 with a sub 24 hour connection.
Thx in advance.
Am interested in SIN-AUH-DEL and am wondering if that's 1 award or 2 with a sub 24 hour connection.
Thx in advance.
#273
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,606
How does the routing price on aa.com?
#275
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,606
For award travel SIN-DEL, aa.com is only showing availability on UL via CMB, or CX via HKG; nothing on QR via DOH. That suggests to me that a connection via the Middle East is not allowed on a single award, but it's also possible that there's just no award availability on QR for the several dates I checked.
#276
Join Date: Jun 2002
Posts: 553
12 yr points player, first time posting. 1mil AA points to burn. Family of 5. Trying to find business class to Kenya (ideally), or Istanbul. Have read various online posts about AA points with Etihad, Qatar. Unable to find one, let alone 5 business class for next summer via AirCanada, AA, nor Etihad websites. Question...how likely am I to get 5 business class on same flight, less than 100k points per leg? Looking for advice who know more about this than I. If easier to another destination (other than SE Asia), please chime in. Also wanting to avoid LHR due to fees. Thx much.
I agree on avoiding LHR. If you can find availability on QR, then grab it. QR has periodic sales even for business, and paying for business may be the way to go (you won't incur the LHR fees and you'll have some miles leftover for your next family trip).
#277
Join Date: Apr 2011
Posts: 1,226
Questions About AAdvantage Partner Award
1) I recently booked 2 AAdvantage partner awards in C for my elderly parents (JFK>LHR>PMO) on British Airways metal.
I was issued a confirmation code on their website in addition to 2 emails acknowledging the awards. But there is no mention of these awards in my AA account under "Upcoming trips", and I never received a proper receipt. I was, however, able to retrieve this award on BA's website by entering my AA confirmation code. I was also able to select seats (for a fee).
Is it normal for AAdvantage to not issue a receipt for BA partner awards? Will I be checking in for these flights on BA's website?
2) I also made a special service request for both of my parents (wheelchairs) on BA's website.
Question: They want to visit the business class lounges at JFK and Heathrow prior to their flights. Exactly how does this work? Will they be dropped off there and then picked up again to be transported to their gate?
Thanks
I was issued a confirmation code on their website in addition to 2 emails acknowledging the awards. But there is no mention of these awards in my AA account under "Upcoming trips", and I never received a proper receipt. I was, however, able to retrieve this award on BA's website by entering my AA confirmation code. I was also able to select seats (for a fee).
Is it normal for AAdvantage to not issue a receipt for BA partner awards? Will I be checking in for these flights on BA's website?
2) I also made a special service request for both of my parents (wheelchairs) on BA's website.
Question: They want to visit the business class lounges at JFK and Heathrow prior to their flights. Exactly how does this work? Will they be dropped off there and then picked up again to be transported to their gate?
Thanks
#278
FlyerTalk Evangelist
Join Date: Feb 2001
Location: RDU <|> MMX
Programs: AA EXP 2MM, SK EBS
Posts: 12,498
Since you're not one of the passengers these awards will not appear at aa.com under your trips.
AA however should have sent an email receipt of the award redemption showing the PNR, flights and taxes/fees paid. Did you enter your parent's email in the reservation when booking it? If so then it probably went to them, I would ask them.
And you always check-in with the operating carrier, so BA.
As to the wheelchair assistance they should take them to and from the lounges as well, others may be able to provide more details.
AA however should have sent an email receipt of the award redemption showing the PNR, flights and taxes/fees paid. Did you enter your parent's email in the reservation when booking it? If so then it probably went to them, I would ask them.
And you always check-in with the operating carrier, so BA.
As to the wheelchair assistance they should take them to and from the lounges as well, others may be able to provide more details.
#279
Join Date: Apr 2011
Posts: 1,226
Since you're not one of the passengers these awards will not appear at aa.com under your trips.
AA however should have sent an email receipt of the award redemption showing the PNR, flights and taxes/fees paid. Did you enter your parent's email in the reservation when booking it? If so then it probably went to them, I would ask them.
And you always check-in with the operating carrier, so BA.
As to the wheelchair assistance they should take them to and from the lounges as well, others may be able to provide more details.
AA however should have sent an email receipt of the award redemption showing the PNR, flights and taxes/fees paid. Did you enter your parent's email in the reservation when booking it? If so then it probably went to them, I would ask them.
And you always check-in with the operating carrier, so BA.
As to the wheelchair assistance they should take them to and from the lounges as well, others may be able to provide more details.
I'll, hopefully, be able to get more info, but it would be nice if they'd take my parents to the lounges on request, and either wait for them until they come out, or come back at an agreed upon time before each flight.
Last edited by joer1212; Aug 9, 2023 at 3:42 pm
#280
Join Date: May 2011
Location: BOS
Programs: AA PLT, Marriott LTP
Posts: 493
Award ticket questions changes routing etc
Hi I was able to grab two business award tickets for May BOS-NAN. However the routing options offered by AA on the domestic side were lets say, less than optimal. I know, what a surprise. BOS-DFW-LAX-NAN. Return is NAN-LAX-PHX-BOS.
The LAX-NAN, NAN-LAX flights are with Fiji Air and in J. That's the good news. The domestic flights are in economy as AA had no upgrades available.
Not only that none of the 4 daily direct BOS-LAX flights had availability.
My ultimate goal would be getting on one of the direct flights to LAX in business.
Aside from that, at least get into First on the four domestic flights.
If space opens up, the agent can move us to First correct? I'm looking into joining expert flyer to set an alert. Would EF catch this availability?
Would we be able to change the routing to BOS-LAX-NAN return if space opens up on the BOS-LAX-BOS segments or would we lose the LAX-NAN-LAX J segments?
If it helps any or matters, we have 2 one ways. These are currently on hold. Figured I get as much info as possible before confirming the booking.
Thank you
The LAX-NAN, NAN-LAX flights are with Fiji Air and in J. That's the good news. The domestic flights are in economy as AA had no upgrades available.
Not only that none of the 4 daily direct BOS-LAX flights had availability.
My ultimate goal would be getting on one of the direct flights to LAX in business.
Aside from that, at least get into First on the four domestic flights.
If space opens up, the agent can move us to First correct? I'm looking into joining expert flyer to set an alert. Would EF catch this availability?
Would we be able to change the routing to BOS-LAX-NAN return if space opens up on the BOS-LAX-BOS segments or would we lose the LAX-NAN-LAX J segments?
If it helps any or matters, we have 2 one ways. These are currently on hold. Figured I get as much info as possible before confirming the booking.
Thank you
#281
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Not here; there!
Programs: AA Lifetime Gold
Posts: 29,606
Hi I was able to grab two business award tickets for May BOS-NAN. However the routing options offered by AA on the domestic side were lets say, less than optimal. I know, what a surprise. BOS-DFW-LAX-NAN. Return is NAN-LAX-PHX-BOS.
The LAX-NAN, NAN-LAX flights are with Fiji Air and in J. That's the good news. The domestic flights are in economy as AA had no upgrades available.
Not only that none of the 4 daily direct BOS-LAX flights had availability.
My ultimate goal would be getting on one of the direct flights to LAX in business.
Aside from that, at least get into First on the four domestic flights.
If space opens up, the agent can move us to First correct? I'm looking into joining expert flyer to set an alert. Would EF catch this availability?
Would we be able to change the routing to BOS-LAX-NAN return if space opens up on the BOS-LAX-BOS segments or would we lose the LAX-NAN-LAX J segments?
If it helps any or matters, we have 2 one ways. These are currently on hold. Figured I get as much info as possible before confirming the booking.
Thank you
The LAX-NAN, NAN-LAX flights are with Fiji Air and in J. That's the good news. The domestic flights are in economy as AA had no upgrades available.
Not only that none of the 4 daily direct BOS-LAX flights had availability.
My ultimate goal would be getting on one of the direct flights to LAX in business.
Aside from that, at least get into First on the four domestic flights.
If space opens up, the agent can move us to First correct? I'm looking into joining expert flyer to set an alert. Would EF catch this availability?
Would we be able to change the routing to BOS-LAX-NAN return if space opens up on the BOS-LAX-BOS segments or would we lose the LAX-NAN-LAX J segments?
If it helps any or matters, we have 2 one ways. These are currently on hold. Figured I get as much info as possible before confirming the booking.
Thank you
#282
FlyerTalk Evangelist
Join Date: Feb 2001
Location: RDU <|> MMX
Programs: AA EXP 2MM, SK EBS
Posts: 12,498
The problem is that many agents are poorly trained and/or confused about the award changes earlier this year, and don't understand that there's a difference in policy between AA-only awards and partner awards.
If you're willing to HUCA several times you might find an agent that will change a partner award.
Lots of data points here on this issue, and some in the QR thread also:
AA Award Ticket Positioning Flight Add-On
#283
Join Date: Jun 2018
Programs: AA PPro
Posts: 632
I have an award flight on TN CDG-SEA for 3 passengers booked for late December. I was on TN's website to pick out seats and noticed that one of the three passengers on the PNR does not have an e-ticket number. It has been ten days since I booked it, so not a fresh thing. I have plenty of time so rather than struggle with random phone agents who could make things worse, is there a more effective way for me to contact AA and make sure the third passenger is ticketed correctly?
#284
FlyerTalk Evangelist
Join Date: Feb 2001
Location: RDU <|> MMX
Programs: AA EXP 2MM, SK EBS
Posts: 12,498
I have an award flight on TN CDG-SEA for 3 passengers booked for late December. I was on TN's website to pick out seats and noticed that one of the three passengers on the PNR does not have an e-ticket number. It has been ten days since I booked it, so not a fresh thing. I have plenty of time so rather than struggle with random phone agents who could make things worse, is there a more effective way for me to contact AA and make sure the third passenger is ticketed correctly?
#285
Join Date: Feb 2007
Posts: 15
I have an itinerary that I could see on both Alaska and British airways Milan-Helsinki-LA. I couldn't find it on AA website so I tried to get customer service via text messaging to help. They at first couldn't find Helsinki-LA leg but eventually did. Then they quoted me 80K for business for that itinerary. I told the rep that it should be 57.5K and the rep replied that it's dynamic(!?!?!?!?!?). I told her that partner awards are not dynamic PER THEIR WEBSITE and asked if she's pricing it as two separate business class awards (57.5K + 22.5K); she said no. I asked her to escalate this to supervisor since it's not pricing correctly and got put on hold, going on an hour now. Wait time went from 5th in line to 10-15 min to 45 min and now over 2 hours. I also called the customer service line when I first got put on hold to see if I will have better luck and got a rep pretty quickly. She, however, couldn't even find either flights. What the heck is going on!!! So annoyed. No one seems to know what they are doing...