This is beyond an awful business that is trying to scam you out of your money. I wish there was 0 stars. I spent 5 hours on various holds (trust me the initial 3 hour wait is only the start). Flight got delayed so I missed a connecting flight. I had a flight delay gurantee which they refused to honor even though they couldn't quote an exclusion in the policy. Asked for a refund, refused to refund the flight. Asked to talk to manager, told me to call back in 3 hours. You can't make this stuff up. Stuck half way through my trip and had to purchase a second ticket.