Well, I used the online chat because I couldn't find the GP number anywhere and I let the agent know the website is broken... her response: We are updating our system and it has caused unexpected errors that we are working to resolve.

So it's definitely more broken than usual.

The good news is they are supposed to be waiving booking fees and granting online booking bonuses to call-in customers while the site is broken, and the better news is I have that in my chat transcript so I can back myself up when they DON'T credit the miles or try to charge me the fees. The bad news is the agent did not give me the impression that it will be fixed anytime soon.

Thanks for the helpful suggestions; I'll keep them on hand for the next time things are broken.

By the way, while I find their website to be generally unacceptable, I have no desire to change airlines. As stated in my original post, US is the best way to go from my home base of DCA to the places I want to go in the next couple months in terms of routing. In a perfect world they would fix their website but in the mean time, I would much rather fight and struggle with the website than connect through EWR to go from DCA to MCO. And since I live about 3 miles from DCA, flying in and out of IAD is not a real option for me... anyone who's sat on I-66 at 3pm on a Thursday will know what i am talking about!