They have saved me on multiple occasions. Last year I was flying PHL-ORD-MSP at like 0800. I wake up to the dreaded text that my flight was CXed due to weather in ORD, but hey they rerouted me PHL-MIA-MSP, ya Miami. I looked on the app. the only direct flight was full, so I go to the gate, I decide at the gate to look one more time at that direct flight, sure enough some seats were available. The flight I am on PHL-MIA is way overbooked, I go to the counter [about 8 employees were there trying to get on this exact flight] and they tell me to go the CS as they can't switch me there, I go around the corner the CS line is about 50 deep. This flight was going to board in like 5 mins, so I hustle to the AC and they get me on the direct flight saving me about 6 hours.