I've had terrible service lately. Took over an hour to book nights and flights (b/c agent didn't know what it was and supervisor didn't seem to know how to book it either). Allegedly "Ireland" call center, but first agent had heavy east Indian accent and next was clearly Spanish speaking (outsourcing at it's "best"?). Now I can't even get a live person on the Platinum line to correct the incorrect deduction of points from my account. Never had so much incompetence before - is it just bad luck?