All of the problems I've experienced lately have been caused by noticeable problems with their software programming. I've had two schedule changes for confirmed non-stop flights in which they rebooked me on connections, rather than putting me on the non-stop that was leaving at a slightly different time. In the past, they kept me on the non-stop in the same seats. I was unable to change it on the website and had to wait for two hours to speak to an agent on the elite line. She was very helpful but I assume a lot of the excess volume of calls are caused by similar problems that could easily be eliminated by going back to their previous programming systems.

We had another programming problem last week flying back from RSW. I was traveling with my wife on the same reservation. We had confirmed exit row seats. I have automatic upgrade requests in my profile. I assumed they wouldn't upgrade either of us to EP unless we would both be upgraded and seated together. Instead, they upgraded each of us to a center seat in different rows. I've also noticed that they no longer offer the ability to only request EP upgrade if aisle or window seat were available. These are major flaws in their programming that create unnecessary negative experiences for their loyal customers.