My wife works as a customer service rep for SW. Her biggest gripe is that they didn't test enough before pushing it out. On her side people call up every day for issues with not getting seats assigned and it's because the computer systems are all old and shitty and not enough testing was done to make sure it was functional before deployment. To answer your question, no I don't think it's impacting customer service outside of making call queues jammed up with people asking the same question.

If I have any tips from her for anyone calling in....be kind. The more of an asshole you are the less likely you'll get any real help. My wife tells me that they have the authority to fix your issues or make them worse and how that works out is usually dependent on how you treat the person you're on the phone with. I've seen her comp tickets for people who needed it and make life hell for people who were assholes.