Also DL, UA, and US have automated systems that elite pax can use to upgrade. These are either over the internet or via telephone. I think an automated voice response system is preferrable to speaking to an agent for such a simple and ppular transaction. Also as pointed out, CO has no automatic upgrade procedure which can be invoked before the time window. Furthermore, I find that the elite telephone agents often do not have more authority or latitude than general sales agents. In other words, as a Platinum, what extra services and benefits do I get by calling the elite line (besides a different call answering recording)??? The elite phone agents, for instance, rarely waive the $75 change fee. Further, they rarely will over-ride the system and book you in A class if F class seats are not available (even if its close to departure and there are several A seats). When I've called them for rerouting on delayed flights, they often seem like they don't know how to rebook pax, and they will not offer to book you on another airline, and they have to get their supervisors permission to do just about anything out of the ordinary. Also sometimes when you book over the web, they refer you to Cool web tech support, even though the system technically allows them to make changes to PNR's booked on Cool. Overall, again, what benefits do I get for this "elite line?" I too have gotten the busy signals, long waits, etc. Sometimes I can get into the general sales number faster than the elite line. Also once called general sales, and they could not assign elite seats (the one's in front in coach). They said they were not rained... And this is the airline winning all these awards??? For what exactly??? Don't get me wrong CO has its good points (free upgrades, new facilities, the 777), but it also has some clear customer service problems. And what do you get if you call or write them about it? A "thank you for your comments," type response, which is void of specifics on plans and scheduled deliverables with dates. Like you don't get: "We are working on automatic upgrades. Currently, the projected start date for this is 12/01/2000. As we get closer to this date, I will personally keep you informed about the progress we are making, and will forward you details about the changes as they get closer. I realize the system we currently have is inconvenient for you, etc." The latter is the type of response I expect to get, especially as a top customer of the organization. As a top customer of the organization, I expect that I should have input into new services, decisions, etc....and not mrely get form letters and blow off type responses from "Customer Care?" As a Plat I also expect CO to actively seek out my feedback about my experiences on the airline, which they don't do. For example, they have not invited me (or perhaps you???) to a focus group? Or to Houston? Also I don't get the sense from a lot of employees that I am a top priority. E.g. "your a Platinum, your won of our best customers, and I'll do anything I can to help you," etc. Sometimes this sort of thing happens at the airport, but never with reservations. I realize that other airlines would also have these short comings as well.