Customer Service

I have found their customer service to be seriously unresponsive.  They changed my direct flight to a non- direct and when I asked for options they still had not gotten back to me with them almost a week later even though they said that other direct flights were available.  They are extremely reluctant to let you connect with a supervisor.  Several times I was told one would call me back but I am still waiting.  I feel held hostage and plan NEVER to use this company again.  While I have used them many times this has left a horrible impression on me.