To explain what the issues is, let me use an example. Here is a situation I was looking at for Labor Day but plans changed a few weeks ago...

Suppose you only have enough WP miles to do a 5K mile upgrade on both ends of a RT DTW-LAX for yourself and spouse. If you go through NWA.com the only experience I have had is that the system gave me the deeply discounted coach (V, K) fares, but didnt give me rates for a full price or slightly discounted coach business. Now if I wanted to book this same trip a month from now I would likely have to go through a ticketagent, since I can not setup the award travel that I need through the website. Finally, to be honest, sometimes I call the agent to compare prices with whats on NWA.com, never found a lower price with the agent, but I have gotten some useful advice from the agent with regards to short connection times between flights in different areas of terminals, or even suggestions on alternate routing that I had not thought of while doing my online search.

My $0.02

Jose