On a different matter, with a different airline (prestigious legacy) I could not get the call centre to help me sort a problem with their website. Neither did I have the confidence that they could get me the booking I wanted.
So I called in at the airport and even though there was a small surcharge for booking there - I got brilliant service, plenty of time and highly personal service. I walked away with full printouts of everything. Like you used to get when airlines were able to have high street shops!