fti,

Don't take the "it is what is is" crap as an answer. Call back and have the agent call the pricing desk to figure it out as RealHJ suggests. I had the same BS type answers with DL on another award itin I was piecing together with partners and finally got some Chisholm agents to look at it, figure it out, and get it resolved.

All in all took 15 min on hold, but they got it done.

Call back!

Indeed. And if you get a good agent who gets a crap answer from the "pricing dep't," they should call back the "pricing dep't" a second time to speak to a different internal rep there (admitting that if they call multiple times, they may get a different answer each time: no different being a DL front-line employee than customer, apparently, at least as far as answer consistency (or rather, total lack thereof) goes).