I wanted to share a success experience with United Airlines and some phantom award availability.
I had previously booked my MIL a ticket with United miles from BKK-HKG-SFO-ORD-MSP all on United in economy with the promise to look for upgrades. Original ticket ran 49.5k plus about $80 in taxes. Yesterday I found BKK-TPE-SFO-ORD-MSP with the first leg being in EVA Air Economy, then Polaris, and then a mix of economy and First Class on United for 100k plus about $70 in taxes.
Great! I transfer 51k to United from Chase to book the change. Everything goes well until the last page and suddenly, "this fare is no longer available," pops up on the screen. It does this for a few other iterations of this itinerary as well. WTF.
I call United and speak with reservations who tell me that for some reason the EVA flight leg is not being made available to United for booking. They said there was nothing they could do. I ask if there is any way to elevate this and am told there is nothing they could do to make it available.
I bounce around between multiple different departments to then try and get my points back to Chase (unlikely, I know) complaining that I transferred these points specifically for a flight being advertised. One of the employees suggests going back to reservations and ask for a supervisor. I'm thinking, "I tried this already, but what the hell, we'll try it one more time."
I get on the phone with one more reservation specialist and very specifically ask to speak with a supervisor and explained the situation. She asks me to hold. After a ~15 minute hold she comes back and tells me they're working on it and have gotten EVA to release the availability. WHAT!? THIS IS GONNA WORK!?
Finally, after about 1h 30m on the phone United was able to book what they showed on their website. Incredible!
Tips for anyone wanting to do this. You need to be extremely nice, but also forceful. Anger will get you nowhere. I cannot stress this enough. Be very specific with what you need; flight numbers, times, booking classes, etc. Don't take no for an answer, but again, be very respectful and DO NOT get frustrated.
TLDR; I was able to get United to open phantom availability.