On the approx 5 dates I have tried to use awards in the past year or so, I was able to get what I wanted or something close 3 times. Not bad, since the dates or destinations were in high demand or in at least one case, sold out to people with money as well.

Overall, the reseration process works pretty well. It sure would be nice to do it online though. The part I do not like is then having to order the paper and HOPE and PRAY that it gets here in time. I am waiting right now in hopes that it will show up, though it was three weeks out, I will be on the road the last week or so.

They should either get their act together to either
a) Mail them with 1-2 days
b) Allow online rememption
c) Allow the reservation agent to just take the points out of your account