Travelstart could do better

I wrote a review about how difficult it is to contact this company, even te live chat operator has no clue. Within an hour of publication I had a call from them and the service performance was exceptional. Call backs and followup excellent. So why do they make it so difficult to contact them. If you can get hold of an agent, they are superb. May be they should review their auto answering software and introduce a call-back option.