It used to be that as Gold, I could e-mail the Gold desk directly for special requests etc (mine were usually seating-related) and get a prompt response usually within 24 hours from someone sensible.

Now with Platinum, I am struggling to find a way to contact them by e-mail and finally sent an e-mail to the Gold desk to which I got no response for 2 weeks and so then I sent it to customer affairs and I received a generic response directing me to their website form! Either they have gone backwards with Platinum or I am missing something? Anyone have any information on this?