Well the ability to upgrade online is still broken for me. No way to do an upgrade either with miles or cash. I can call it in but I think I will just wait to do it during OLCI. I just don't feel like dealing with CS's anymore that constantly put you on hold and give you scripted information. My last call about a refund lasted 45 minutes and 40 of those were spent on hold because I presume the CS' did not know what to do. On a side note, it was also one of the worst CS' experiences I've ever had with UA. On that call about the status of the refund, the CS notice that the change fee had been waive. Well that all of a sudden became the focus of the conversation. I briefly gave her a lesson about customer service and demanded that she change her focus to figuring out what was happening with the refund. But she kept on talking about the waived change fee and trying to figure out why it had been waived. She even reasoned that maybe that was the reason why the refund had not gone through. Well the change fee had been waived because I could not do any changes to my itinerary online w/in 24 hours of booking and I had to call it in. Well the booking occurred a couple days after 3/3. I was finally able to get through to a CS (after waiting 4.5 hours and pulling an all-nighter) aproximately 36 hours after I had made my reservation. The reservation was done 3/5 and I was able to change the return flight on 3/7. Here I am explaining this to her as the reason for the fee waive, and by now I am very agitated. After 45 minutes, no info on the refund and as a last parting shot, she proceeded to give me lesson on rules for ticket changes and how CS' had been available 24 hours a day and that I should have made every attempt at changing the ticket even if it meant waiting hours at a time and that the fact that they were experiencing website problems and call volume issues was no excuse. I promptly told her to keep the refund and I hung up. You know in hindsight I should have just booked with AS.