Well, I'm a Continental flyer, so I'm used to the continental.com which is now renamed united.com.
I miss the greater capabilities of the united website, but have learned to live with this one.
That said, NO, you can't run a major airline by taking paper reservations anymore.... it's just not practical or feasible.
And, websites crash. Have YOU ever dealt with an IT
department? Rarely do you get anywhere quickly.....
At my carrier, we can wait a week for a laser printer toner cartridge to be replaced. They won't let us do it ourselves, either... because we're mechanics, we couldn't possibly figure out how to change a toner cartridge.
Be patient- spit happens.