I don't really complain very often, but I will say that when I complain, I am practically ignored. I may get an apologetic letter, but never any miles. No compensation of any kind has ever been offered.
And for the record, I have never had ANY change fees waived. In my experience, Continental has never missed an opportunity to collect every dime that falls within the program rules.
(Platinum two years running, Gold before that, on pace for Platinum this year but may be my last)