Well, for all of its faults, COOL/E-Service occasionally makes the kind of mistakes that I like.

I purchased a paper ticket last weekend on-line. After the website indicated that the ticket had issued, I called CO to upgrade the round-trip using miles. The next day, when the website told me to call in because of a problem, I discovered that the ticket had not issued. The COOL representative knew exactly what to do, and said she would downgrade me, issue the paper ticket, and then upgrade me again. I called CO later in the day, and was told that everything had been done as promised, and that my seats assignments were still in place.

Several days later the ticket arrived in the mail. Despite the fact that no miles have been deducted from my account for this ticket (I had planned to present upgrades at checkin if they remembered to ask), the ticket was issued in "F" class.

I'm willing to put up with a lot so long as they continue to make occasional "mistakes" like that.