[Matt_FLL]

Max,
Ironically, I recently purchased an AA first class award ticket for the same exact route (MIA/SFO). I experienced the same issue and thought I had gone mad.

There is never an excuse for an agent lying. But, here is the truth: AA has an egregiously anti-consumer methodology. The agent knows that. AA would never authorize/override an itinerary in an unavailable fare class because the website had a “glitch”. The agents know that and are “stuck” (in their eyes) with enforcing that unfair notion to a normal customer like yourself. They helplessly avoid being the one to give bad news. Generally, it’s “Sure, another department can fix this for you …” and you are on your way to transfer and hold hell.

I record most calls to most airlines—but EVERY call to AA. While nothing can give you back what you’ve lost, you may want to consider doing the same. Be sure to start off the conversation (kindly) telling that you are calling them from a recorded line as most states have laws about consent. They generally won’t lie when you record the line on YOUR end, but if they do, you have evidence. Also, be sure to check back occasionally. That route especially has BusinessSaver awards for 25k appear and disappear (not because of a glitch, because of the actual re-forecasting that takes place). Good luck!

Matt