Since the CEO has published her e-mail address in the in flight magazine, don't expect a speedy response and certainly not one from her.
My last contact with the call centre cost me £7 and achieved nothing as neither agent I spoke to did what they promised to do.
From what I can see, they are making less money but increasing dividends.
From a price point of view, I don't find them particularly competitive against legacy carriers let alone LCCs.
Again, only speaking from personal experience, I am sure plenty out there love the big orange and what it offers.
Good luck to them, however,from a customer service point of view "I'm out"