I too have become very frustrated with the Web site recently. A couple of days ago I attempted to book an award trip for a friend. I created a profile for the person but with great difficulty because she has a hyphenated last name and the system would not accept the hyphen. Then I could not figure out how to select her as the passenger. I used the feedback facility to ask for help and so far have not received any. I gave up and made the reservation by phone.

I have also had several occurrences of clicking a button (in various contexts) and never getting a response.