I purchased a flexible ticket to be able to change my flight at no cost and their phones were down for days before my flight (within 24 hours of flight), which is the only way you were allowed to change your flight. They then told me that they would not honor the flexible ticket after my credit card advised me to just cancel it on their end and it took them 6 months to ever return my calls or multiple emails. Do not use them! No one took responsibility for their phones being down. The hold lines are also hours before you will ever speak to someone. I called them 6 times and was always told someone would get back to me. I will never use them again, they are literally the worst.