Backroads Active Travel

I have taken twelve trips with my family on Backroads. Was always impressed by the personal customer service, their flexibility and how the trips delivered beyond my expectation. I have booked a cycling trip for my family from South to North Carolina . Im 6 weeks away from the trip and wanted to ask questions, discuss adding a family member to our group of three. The availability of ANY agent at ANY time has been dismal, their website also does not provide the ability to chat, nor are any messages returned. I wonder if all of the elements that had me captive as a customer are gone. Usually spend between 8-12,000 a year on this vacation! I expected more.