They hardly pick up your calls, still, better than some businesses which hire uneducated staffs that pick up and slam the phone back down when they are busy (hence the 2 stars). The fact that the divisions of retail and website of the company are separated is unthinkable. I seriously wonder how did they obtain a 5-Star skytrax ratings? Now it makes me think maybe Skytrax is not credible at all. Shame.