This Web site and customer service is the worst I’ve seen among major carriers. Just pathetic.

I booked a RT and had to change the ticket to a OW. (Drop the first segment, refund the ticket, reissue as OW award.) They assured me they would do this but the rep couldn’t complete the reservation online and had emailed the SFO ticketing office who would call me back for payment details for the change fee later that day.

Of course they never did, and I couldn’t get through to the airline again because getting an agent is like winning the lottery. Then they marked me as a no-show on the first flight and canceled the entire itinerary.