Here's the problem. Although there was a genuine attempt at service recovery - a really surprising one for some of us - the issues that caused your frustration haven't gone away.

You're going to go back through this again the next time you need to call about a redemption, only you're going to be gouged the $20 service fee to be told, search time is up, too bad, so sad.

If this approach was driven by flight patterns you describe, then they should already have called Jaimito and offered him thousands of DL $ and much grovelling! Or many others who still inhabit the DL board.