I recently booked 3 tickets, and two of them disappeared, though they had no trouble charging me for them instantly. The part where they take always works, it's the giving back that fails a lot. Anyway, I had to make 5 calls into web support over 2 days to deal with this crap, and my last call was with a great agent in SLC. After she found the missing reservations, I asked her why this happened, and she instantly said "I don't have time for why." It was clear she was as fed up as anyone and just wanted to do what she could to fix the mess and move on.