I never thought much of this until I caught this thread tonight. Co.com has wronged me twice in the last two months.

1) Flying EWR-IAH-YVR with my girlfriend. I had purchased what CO.com said was a 'fully refundable ticket' and had a PDF printout of the site to prove it. She cancels on me last minute, so I go to the customer service desk at EWR before I board to process the refund. They say its non-refundable, and call somebody else to confirm. I get on the plane, call the elite desk and nicely plead my case. Instant refund. ($450 or so).

2) Flying EWR-IAH-YYC, this time with girlfriend. End of year and I'm somewhere between Gold/Plat, so EQMs don't matter much (xmas flights). I note on Co.com that the fare class on the return earns 150% EQMs due to the fare class. Sure enough, check in the fare class was downgraded (V to K or X I think ??) and it showed 100% EQMs. Didn't call CO on this one as it didn't make a difference (although may have on the EUA but I was 4/4 and she was 3/4).

Even though this thread started 8 months ago I can vouch that Co.com still has problems. I've learned my lesson - print out every screen and email and file them away for when you need them in the future.