I've had some really challenges with FlightEase but today I felt like the service functioned as intended. My family is set for a sailing next week out of Copenhagen. We have 2 cabins and as such 2 sets of flight reservations. Today as I was reviewing and confirming all of my travel plans I realized that at some point my departure date was moved up a day while my wife's reservation was unchanged. All same flights, connections were the same just two different departure dates. I quickly verified all my documents and have documentation showing that the correct date was booked and I called HAL hoping to get things fixed. Most of my experience with Flight Ease has been a pain and take a significant amount of time to resolve. Today I spoke with Marcus who was incredibly knowledgeable and could see that in April there was an error that resulted in my flight being moved back a day. Within 10 minutes the situation was resolved and we were able to get new seat assignments. While our new seats weren't where we intended we were able to remain in the same class and most importantly travel together as a family.
I've voiced my complaints about FlightEase in the past, and while I probably wont use the service again in the future its good to know that it appears the customer service side of HAL is starting to show signs of improvement, and thought it was worth sharing a positive story.