Originally Posted by
hyho61
I had the same experience. They are a good airline for inflight, but customer service in US and may be other countries is non existent. After waiting for 2 hours on the phone I gave up and there is no live chat either. I had to reissue a ticket without penalty due to some technical issues. But finally I went through their website and paid the cancel fee.
I have been trying for three weeks to add a business segment to a Suites booking. Three times they promised to call me back, three times no call back. They now have outpaced LifeMiles as the $hittiest customer service out there. Email forms not answered, chat not functioning, calls not returned. They know they have a captive audience.