My son traveled abroad and flew to Barcelona in September. We have been attempting to change his return flight for over a month, and the entire experience has been incredibly frustrating. We invested countless hours trying to reach a live representative. When we finally connected, 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 have yet to receive any communication. Since then, I have spent hours each day trying to contact someone again. There is no way to reach a live agent, no chatbot option, and the automated system keeps hanging up on me. This is completely unacceptable customer service. I will NEVER choose this service again — which is extremely disappointing, as I have two more sons who will be studying abroad in the coming years. This experience has utterly shattered my confidence in this airline.
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