How are people's experiences with web support lately?

Last time I called web support was 8 or 9 months ago. The first agent was inexperience (or incompetent). I had to insist that he needed to get supervisor or support desk if he did not know what to do.

This evening I had to call web support to do flight changes on 2 refundable tickets. First agent wanted to get me pay for the new flights with CC even after I told him I needed to change flights on an existing refundable ticket but the website kept erroring out. Then when he finally finished the first ticket and proceeded to do the 2nd ticket, the call was disconnected.

I called an hour later this time got a girl that was even more clueless.

It used to be the Philippine call center web support reps are generally more helpful and more competent than the general US agents (UA Kettle so I only get the general agents). Tonight's experiences are very poor. It seems the knowledge level has gone downhill big time.