There are some issues with redemption, like any airline, but I have been pretty happy with it. The other benefit of Elite status is that you get last-seat-available redemption using extra miles. I try to plan ahead when possible but often do spur-of-the-moment trips like going to Mexico for the weekend, or booking Thanksgiving tickets to DC or NY the week before, and that makes using double the normal miles a pretty good value when they would otherwise cost $800! Also reward availability often opens up as you get closer to departure dates, so it pays to check often or use a service like ExpertFlyer which offers availability notification.

On the employees comment, some of them are indeed pretty green but all the ones I've encountered are at least nice about it. I had an employee in SAN charge me the $45 same-day-confirmed fee to take an earlier flight, which I was perfectly happy to pay... then their supervisor/trainer overheard, came over, made them refund my payment, then showed them how to put me at the top of the standby list due to my status, which immediately confirmed me for free (standby is free for elites, another great benefit). I'll say this, for a piddling 15k miles/year, they sure make you feel like a king sometimes...