Do you have your quote? Their Email and name is at the top. It's not really hard to have to "track them down". I have always had personalized service with them. It's nice to talk to the person that knows what I am looking for and what I booked. Like I said it's easier to call them direct and talk with someone familiar with your trip. If that person is not there then I have never had a problem with another person. Hope it works out for you guys.