The worst customer service I have ever experienced...

The worst customer service I have ever experienced from an agency. I tried to change a ticket. Was hung up on twice ( after being put on hold by the rep. for 10 - 15 min ). Even after I could talk to someone without being put on hold and hung up on, the rep wasn't competent at all.
Would not ever book a flight with them ever.
However, the only positive point was the polite tone of the reps.