This is incredibly frustrating. Same experience. Email no longer works. They even wrote me and said they were going to deactivate it soon. Sent to website for no-response "claim." Phone agents unable to help. Does anyone know if you book one segment on the website and then call in within 24 hours, can the agents manually add a segment? without incurring a change fee? This itinerary hits the USA, so should be subject to DOT 24 hour rule.