Just got off the phone with their (US phone, not sure where I ended) call center. Had an itinerary that was giving an error on the web site (mix of biz/eco NH/NZ), so I emailed
[email protected] with the screenshot of the flights available on the site and the pax names. Within 24 hours they have made a reservation and emailed the details asking me to call and complete the payment. Just did so and it took 15mins while the agent was communicating my card details to the respective department.
Card was charged and now expecting the etickets within the next 2-3 hours (as per what the agent said). Only minor issue is that they gave me a deadline of less than 24 hours to call and pay for the reservation once I got the reservation.
Overall, a positive experience.
UPDATE: Just got the receipts for the taxes and the etickets - 9 mins later.