Originally Posted by dantheflyingman

Just as another data point: in October, 2018, I was scheduled to fly AY from Chicago to Munich. Due to damage to the AY aircraft, my flight from ORD to HEL was canceled. Not only was I able to get a real, live operator on the phone with a wait time of under an hour, but they were able to get me a seat in Business class on AA through London connecting to the LHR-HEL AY flight (operated at the time by an A350). As an added bonus, they rebooked me in full J, so I earned 3X EQM on the ORD-LHR leg.