Part of the trouble is that they are probably flooded with calls from anxious (non) travellers with tickets in 2-3 months time, despite advice to only call if booking is within 3 days.
Don't panic though. Part of the
waiver policy includes the following (which means you can still deal with it after the original travel date):
In view of the high contact volumes across our customer service touchpoints, we will be waiving no-show fees for travel between 16 to 31 March 2020.
If you have decided not to travel but are unable to reach our customer service representative before your travel date, please be assured that no-show fees will be waived when you rebook or change your ticket to open-dated.