FLT have shuttered and laid off so many staff, that face to face interaction is all trashed now...
We are currently sitting on about $6k worth of 'flight credits' with FLT and it was a bit of a mission just to find out which store we have to contact as everyone we had dealt with when booking was out of a job and their emails (and the store emails) were just shut down, instead of being forwarded to someone who was still working, or at least set up with an auto-reply to tell us who to contact...
FLT or WEB, page-11
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