I have had good luck with the Platinum line. About 8 times this year I have had flights canceled due to weather and while there was a line of 100+ people at the counter I just called the Platinum number and was booked on another flight.. They were always nice and found me the flight I needed as well as getting me upgrades... I have also had issues where the agents could not find my reservation etc and once I called the number they fixed the issue on the spot for me... I've been very happy with the Platinum number... One thing I must say is they deal with a lot of A-Holes so if you are nice to them they will be nice to you.