I was on hold for nearly an hour just to select the seats, and I've been waiting for a response on WhatApp for five hours for a different reason. Seems like this one was quite popular, or else EI just has really terrible customer service. I could book a virtually identical open-jaw in J on SAS for the same dates next summer for $1000 more. It was certainly a good deal, but it won't be the end of world if they refuse to honor it.