So what are recent experiences with this? Once again, it seems to depend on the agent - which is becoming a frustrating aspect of the EXP desk.

Had a mechanical leaving Hawaii before a DFW-EWR connection.

1.) Called and said I may miss my 7:05 connection to EWR and wanted to see what as was available to either LGA or EWR. She didn't offer me the 8:20 to LGA which I knew from EF on my BB was F2 Y0. She offered the 9:05 to LGA and a slightly later EWR flight. I asked her to book the 9:05 to LGA without canceling the 7:05 to EWR and she said they weren't allowed to do it any longer. I kept the 7:05.

2.) The delay then got extended and I called back. I told this agent I would miss the 7:05 to EWR and to cancel it and to see what was available. She offered me the 8:20 to LGA. Doesn't even mention it was F (she grabbed full F inventory - was on a Q fare) until I asked for a seat assignment. When I hang up I check the reservation on my blackberry and realize she double-booked me with a back-up on the 9:05 to LGA (also in F - not X - even though Y was available) without even telling me.

Get to DFW. The 8:20 was canceled. Casually walked to the AC to grab my F BP on the 9:05. In love with agent #2. So clearly, the EXP desk saved me once again. But the inconsistency is getting incredibly frustrating.

Any recent experiences? Tips?