I had a connecting flight cancelled by airline that would have left me stranded in Sao Paulo for longer than 8.5 hours. My initial correspondence with Tim Wave @Schedule Change Department weren't good at all and the service felt pretty basic, crude and rushing me to make a (wrong) decision. When trying to talk options over the phone, it felts like calls were being avoided. My requests for call backs were denied and never came through. Worst part of it was he kept pushing me to cancel the booking and seek a refund which is not what I was after. Nonetheless, I came across Liam Johnson who turned things around in just one phone call. He's been amazing!!! He managed to book me on a direct flight avoiding the (unnecessary) connection. Well done Liam! I'm rating my overall experience, so giving 3x stars because of my bad experience with the first Customer Service rep.