I believe that I saw as review in webflyer(sometime in the last year) that CO has a very intense training program for ALL their call center employees. But, alas, I must admit that the service is hit and mis.

What would be best is if you could ALSO get your miles issues/questions settled with one call to the elite priority line (TWA Platinum Elite and Elite1 "desks" are like this). Currently, if you have a miles question you either have to place a long distance call, or keep calling back to the elite priority line until to get a rep who will transfer you! :-(