ZERO service at time I really needed help desp

Needed to urgently change flights at 1330 today. Could not come back to us despite various calls and then only responded at 1900 saying that support was requested out of office hours. Out of desperation we then figured out this can be done in 5 minutes online and at no cost. Do not trust these people with your travel arrangements. This is not the first horrible experience and they have now funnily completely broken my trust in their ability to deliver a reliable and trustworthy service at times when you are vulnerable and most require a helping hand from the providers you have trusted with the special skills and customer service.