I sent a complaint and claim for compensation to them about a significant delay caused by a plane going MX a few weeks ago and I have yet to hear *any* response other than being assigned a case reference. I already know I'll probably have to go to the regulator because I know many airlines' first response to compensation claims is to hope the customer simply goes away.
Given that customer service really should be one of the main priorities of an airline it's astounding how far the industry lags behind other industries in terms of it. I honestly think the way airlines maintain an adversarial attitude toward their customers is almost unique in business and probably a legacy from when many of these airlines were state-owned and run like public bureaucracies. However that also applies to many of the European telecom companies and even they tend to be far more responsive than airlines now.