Online chat used to work well. However this morning trying to change return flights I was rudely told to contact the TA (SMT) that sold the tickets. Laziness or change in policy? Blacklisted by AY due to EU261 claim? Plat line email has not responded either.
I think it has been a policy for long that if the flight was booked through travel agent (on- or offline) changes can only be done through TA.