I spent some more time on this new change process this morning. As I said earlier, all of my corporate travel is booked through Concur and because of that online changes have never been possible. However, with the new change process it will allow me to now see all the available flights and what it will cost to make a change. It still bombs out when I actually try to make the change stick but at least I know what I'm dealing with when I call to modify the reservation. That's an improvement. And for what it's worth, a SW phone rep did tell me that she understands that an enhancement is coming that will permit changes to reservations made outside of the website.