If you thought you ever had it bad when dealing with your airline's FF customer service, I think this is right up there with the worst I have ever heard.

Generally, I have found that AA FF customer service has been very helpful and generally tries their best to help me with FF awards. When AA has changed or cancelled an award flight, I have found that they are very accomodating in rerouting me and/or changing my dates of transfer to accomodate MY schedule.
http://airlinebiz.com/wire/06272000

"Northwest 'Customer First' program puts customers 'last'

M I N N E A P O L I S - 27JUN2000 (AJN) Northwest Airlines' CEO
John Dasburg must be living in a cave if he thinks NWA has made
any progress toward better customer service. World Perk Frequent
Flyers are not even immune to NWA's poor customer relations...."