Well, you better make sure you want the award flight you book. Canceling award flights means that you will not get the miles refunded to your account for, in their words, 15-20 business days - that could be one friggin month! I cannot think of one good reason in a time when everything is handled electronically for that to be the case.

In addition, hold on to your cancelled confirmation number and e-ticket number as they will not use your frequent flier account number to look anything up. They could not possibly be less helpful.

I have flown business class with them on two round trips - one to Barcelona and one to Tel Aviv. It is a very good product but their customer service is inexcusably bad., Be warned.