I've not sure I've never dealt with more incompetent agents before. I will say they are nice but they are horrible. It def. seems like outsourced work to people who are learning on the fly and I am not sure they are learning much of anything. I was put on hold 7 different times to simply switch a J ticket BNE to MEL to SYD to MEL. The new ticket is less and I should have some money back but the person only knows how to do it as an even exchange and this is even after putting me on hold 7 different times throughout the call. This makes all the frustrations with AA seem trivial. I could not imagine having to deal with this if it was my main airline I was doing business with.