The whole revenue accounting/IT setup is a problem. The website freezes when it gets busy. Administratively, they book add ons like EMS in one stream, ticket revenue in another, and award travel in another. On a couple of occasions, when I have had to make changes, I ended up with three different people. No one person could handle all aspects of a single ticket once it involved things beyond just a revenue ticket. Pre check enrollees may recall that after they adopted the program, although digital smartphone boarding passes worked immediately, it took nearly half a year to get the IT system to accommodate printed boarding passes.