Yes, obviously they cannot conjure up a hundred extra agents on a whim but a truly flexible policy that's extended to something like the whole of January that customers could rebook themselves online would help to relieve the pressure on the agents. I have a 1/16 flight that still isn't covered and like many others here, I both tried the website''s chat feature and the phone lines to no avail. I finally gave up and booked a back up ticket on UA.

I don't necessarily think the original issue is AS' fault but their handling of this has been pretty atrocious. It's also sad that the waiver only covers flights departing 1/13 even those these planes are not going to be flying by Sunday.