I have had similar issues. A lot of the times it all depends on the CSR that takes your call. Some have a better attitude than others. As to their system, I have had several involuntary itinerary changes that caused problems with EUAs. When I contacted elite services, some of the agents seemed unwilling to help and blamed the problems on me. And even with changes they made and suggested, the next time I call regarding the problem on the same itinerary, they said "Why did you do that". I tell them that the previous CSR did it, but unfortunately they are in disbelief and think it is my fault. Supervisors seem more helpful and are able to go "beyond" what the agents themselves are capable of doing.