I've had a mixed bag of experiences with the ICC, ranging from competent to maddening. It's been fine for seat changes and some itinerary changes (did a super job last May when I was possibly having to change my assistant's return flight due to his father's death). There have, however, been moments (okay, hours) when I was tempted to throw the phone out of the window. Most of these moments could have been avoided, however, if the folks at the ICC had the ability to escalate the call to a US based agent once it was clear that they were incapable of addressing the problem at hand. If the ICC could function as a filter rather than an impenetrable wall, I wouldn't have a problem with it.