An hour on the phone to change a ticket date and time - awful service - maybe the worst I have ever experienced!

I was calling from Tokyo to London - here is my email to Richard himself! As yet, a week later, still no reply!

I have just been trying to alter my return flight from Japan and so far I have been on hold for over 35 minutes. I think this
service is absolutely shocking – probably the worst I have ever experienced.

Can I suggest the following for your telephone help desk, as you seem to be unable to answer your customers within a
reasonable time

a) Have a digital message that actually tells customers how long they are to wait and what position they are in the que - a countdown instead of the useless adverts that are continually playing and the awful selection of music
b) Employ more staff to deal with the amount of customers you have calling
c) Allow this option to be added to your website

You may ask why I am not doing this locally in Japan - I am unable to do this due to a very heavy work load.

I've now been waiting for over 55 minutes - do you really think this is acceptable in any way what so ever?

A very angry and very annoyed Paul Jason

PS I expect someone to reply to this email - prefer the main man himself!