I had some difficulties the other day changing a few other award tickets.

When using the IVR, I have to choose "Early Returns Program" rather than "Existing Reservation". And choosing "Early Returns" results in multiple responses needed
"Award Travel",
(Is award travel for a flight), "Yes"
(Do you already have a reservation?" , "Yes"
(award using your own account", "Yes"
Enter early returns #:
Enter zip code:
Reservation code:
(Is this flight from origin to destination?) "Yes"
Last Name
(confirming last name) "Yes"
(change or purchase this ticket?) "Yes"

that are asked before getting to an agent. One time the call dropped for no reason. It took several attempts.