I guarantee you if you put this onto the Facebook and/or Twitter feeds this would be resolved in 10 minutes. Passengers don’t read pprune, they don’t care what is posted on here. Post it on social medial and presto it’s fixed.
You will most likely get a response along the theme of how this is a very isolated case & they are very confident the wait time is usually very minimal.
They will also tell you they have 1 of the best customer service records according to their own research,blah blah blah!