Evident

I made a change to an award itinerary last night for my wife on the united website. I picked out the new flight and paid the change fee and miles. Everything looked like it went through, but the reservation was never exchanged, as i got the "Please call United" message when i view my itinerary.

I've been on the phone with them for the last hour over lunch just to get them to cancel the old flight and ticket the new one for me, had to provide my credit card and security questions again. why cant the website just work? i feel like any time i do anything on the website, it involves me calling united up anyways, and worst part was that the flight never got ticketed. if its this tough for an experienced traveler i couldnt imagine the frustration for the kettles!!