Totally agree... whilst some aspects of their service are good, most of it is crap:

//RANT START

- why can I not cancel change ALL their tickets online (only standard CX booked through website)?!
- why do I have to listen to hours of crackling distorted 'music' when trying to talk to them!?
- why do you downgrade me on equipment change rather than upgrade?!
- why do you have such a convoluted security question setup when contacting you on the phone
- why does your IT system get in the way of providing a smooth service?
- why do you loose millions of personal files to hackers...

Why do you sent me a completely new e-Ticket when I specifically asked you not to bother as nothing has changed beyond a passenger being added, yet when I ask you to cancel a flight, there is no record of that request, no email or sms nothing, not even a record in 'My Bookings' to show for it.

//RANT OVER