I did get a response within 48 hours after I sent a very angry feedback complaint about the excessive length of time hanging on for an agent when querying a booking. Twice I waited over 40 minutes without actually speaking to anybody and the third time it was over 20 minutes before I gave up. The email response noted that the waiting times were excessive and they would bring the problem to the attention of the call centre managers at the next meeting. I know that they would prefer me to do everything on the web but the query that I had could not be satisfied that way. If I were trying to purchase a flight that way I would have gone elsewhere as it's just not good enough.