Wanted to add that I've appreciated CO's policy (well, at least I assume it's policy, unless I've just gotten lucky) of not charging for agent-assitance for rewards that can't (couldn't) be constructed online.
This is in stark contrast to my multiple calls to United call centers in India in a futile attempt to get Aloha reward seats only to be told again and again that I 'might have seats, but call back in 12 hours', and then being charged $15 when I finally did get confirmed - despite the fact this award can't be booked at united.com

This really is a great addition.