My son traveled abroad and flew to Barcelona in September. We've been trying to change his return flight for over a month, and the experience has been incredibly frustrating. We spent countless hours trying to reach a live representative. When we finally did, we were informed there was a seat available a few days before his original return date and that we would receive an email within 24 hours once the change was approved. It has now been 10 days, and we still haven't received anything. Since then, I've spent hours every day trying to contact someone again. There is no way to reach a live agent, no chatbot option, and the automated system hangs up on me repeatedly. This is utterly unacceptable customer service. I will NEVER use this service again — which is very disappointing, as I have two more sons who will be studying abroad in the coming years. This experience has completely shattered my confidence in this airline.
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