I fly this airline all the time and I love the convenience of no layovers and the lower cost even though the airport is farther from my home. I have not had many issues using them HOWEVER , their phone (customer service) sucks big time!!! You can't get through. I purchased trip flex and need to make a change . They don't let you do it online. I was on hold 50 minutes and was disconnected and now I'm back on hold for 40. Or half the time you don't even get to be on hold , instead you just encounter a constant busy signal.
I told them 2 years ago when I finally got through to someone (for this very reason) that this is horrible customer service. Apparently they don't care since it hasn't changed. I may still be on hold tomorrow at this time!
Ok , after 55 minutes I did get through ... and the customer service rep. was not even pleasant and was actually borderline rude. No, "I'm sorry for the hold etc.." It's almost like I was putting her out by calling in the first place!