I do agree with Sapman's suggestions. I believe they would restore LP's credibility and satisfy most of the legitimate complaints. LP has complicated this, however, by setting up situations where reasonablenes and patience work against a person requesting an award. It is Latin Pass that tells us constantly to "call back next week." I did that for 9 consecutive weeks regarding a Marriott t transfer, and have now done it five more weeks regarding ticket issue. They would clearly save a lot of these call-backs by just being upfront about when they can do what. And they will save much more of their reputation by adopting Sapman's suggestions.