I dealt with them 1h before one of my flights, I didnt expect them to resolve my issue so quick but surprisingly they called me back as they said and the issue was solved very quick (I was upgraded by a non traditional way (no vouchers, no bid, no opup but other deals with A3 marketing dept) and then downgraded when checked in again after I offloaded myself by mistake). it seems they are great when are dealing with their own issues, but I read some non pleasant experiences from other FTers when miles from AC didnt credit properly, so on...