just to compare, have you ever used SQ's chat function? it's like miles miles miles apart.

CX: takes forever to wait for live agent who is utter incompetent and only copy/paste terms and conditions.

SQ: took 1min to speak to live agent who can process reroute/reissue of ticket, took the payment via online link and done with. They can handle partial refund of ticket... and one time something just didn't work the chat agent called my HK mobile to complete the matter.

CX has a LONG WAY to go. i think they go bust before they fix the problem though.