I tried to change my return flight and they made it impossible. The "bot" on the website doesn't work. Wait times on phone, if you can find a phone number, are ridiculous. Agents don't know what they are doing. You would think I was the first person ever to need to change a flight.
I have been told twice that a refund was coming in 14 days and both times it has not happened. Spent an hour on the phone yesterday with a nice man who was not given the tools he needs by his employer. He knew nothing. Waiting another 14 days now. I've spent hours just trying to get a refund because they couldn't figure out how to change my flight. Truly awful customer service.