Poor reply on enquiries

There help at the airport and there online notifications is very good after you booked a ticket with them, but to answer any online queries is pathetic. We booked a ticket 3 weeks ago and send 3 enquiry requests in the first week. Non of them has been answered, but as soon as you ask for assistance, the 48 hours reply become 96 hours and they only send you a form. Please get someone to go through the emails more regularly, also answer them properly and completely.