Hi, Sheri - In our experience, if you want to fly SAS on FF miles, you must book the moment the flights become available, as SAS normally sets aside very few seats for FF inventory. (Out of Seattle, where they usually fly full, it is extremely difficult; but it may be easier from ORD or JFK, where they have a couple of flights per day.) If you have the option of flying Lufthansa, it may be better (in terms of quality) than SAS, although not as direct into CPH. If you seem to have encountered an agent who doesn't know the system, it is wise to simply terminate that call and call back, in hopes of getting a better agent. I did that when booking our flights to Buenos Aires for PENGUINS, having the great good fortune to get an agent on the second call who found us a routing that the first agent said did not exist. Sadly, the expertise level of the agents can be astoundingly different, some barely knowing how to access the basic info and some being able to work genuine magic. Cheers, Fred