My partner is Plat, and the past several times he's attempted to complete reservations online (both award and paid), he gets to the final step and gets an error message to the effect that the system couldn't complete the transaction, and to call in. This is after choosing seats, confirming payment, etc.

Of course, when he does that, even after explaining that he HAD to call in, he's always charged the fee (because he usually doesn't have time to wait on hold for the help desk suggested by the agent).

This has happened each of the past 3 times he's tried to make reservations online without exception.