The twitter team used to be the best way to get something done, and I have previously posted as such. Now contacting them for most things is simply a waste of time.
Many times after the long wait, it's "Please contact our Diamond Asssrance Line" - (think SDC level request, as the site does not always work...)
I have no idea why they gutted the department or their capacity to help, but the change is a negative one IMO. For me, it was great that there was an option when calling wasn't (such as in flight).