Just to quickly update:
I tweeted WJ about their wait times to speak to someone, and they got back to me about 30 seconds later with a DM. Gave them all the details (flight#, credit# and passengers) and someone called me back about 30 minutes later. Flight is booked, I'm happy, and I'm pretty impressed with their grasp of social media. I'm going to do the same to AC the next time something happens and see what they do, although I have a pretty good idea.....
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