I have a trip planned w/ these guys and have been ...

I have a trip planned w/ these guys and have been trying for 3 days to get through on the phone to upgrade my airline part. No luck - I put my phone on "speaker" and cleaned my office - up to 3 hours on hold now, one hour for each day - and still on hold. I would be careful about booking w/ this company despite their bragging about high reviews. No answers to my emails either. They seem quick to sell you expensive trips but slow in every other part of customer service.