I've had VERY good luck with the Angels in Chisholm... I generally start with "How's the weather in Chisholm today" which usually relaxes them as they know it's someone familiar...

I can say I had some of the best service this past week in re-booking an award that I needed a date change on. A return flight opened up for a better (Sunday) return on-line, but wasn't showing up on the Elite CSR's screen... he offered to call rev management to see about getting it opened. After a few mins on hold, he came back and said he was on hold himself and he would call me back if I'd like later to confirm the change. I said sure, and within 30 min I had a call-back letting me know rev management had opened a seat and my res was all taken care of.

I don't think I will ever receive customer service this good once the Chisholm agents are "fully integrated"

Just my experience... YMMV