to actually change or cancel an award?

All these "how much" threads got me to thinking... when I change an award, it is invariably a 1-3 minute transaction. Changing the date or time only comes in at the low end of that 1-3 minute, changing the itinerary towards the other end.

So how does such a minute transaction value out at a cost of $25/minute? Given that most award tickets are e-tickets, and that the majority of expense involves an employee doing some key-punching, where does that money go?

If they said were losing lots of money and we have to start making some, somewhere, I'd most likely have little problem with it. But they've now explicity stated that it is a cost recover move. So if that's the case -- that they incur $75 of expense to change an award reservation -- then they're already in way too deep, and there is no hope of recovery.

Of course, I just presume this is another example of being less than honest with customers.