Frustrating online process

I would like to rate Lisa a 5 for assisting me in 5 minutes on the phone. However, I would NOT recommend changing flights and trying to pay for it online before speaking to an agent in person. Do not try the "chat with us" because they just keep sending you links and don't try and solve the problem of payments or links not working. They don't really assist with instructions or trying to understand what the problem is. A very frustrating process and waste of time.

Lisa immediately realised what the problem was when she walked me through the process.

Just shows once again - it is MUCH better to speak to someone in person, rather than trying to communicate with robots.