Airline and gameworld? Sounds like traffic right issues to me?
the support is more for technical issues and cheating, less for ingame advice. that's what the board is for.
Even with technical requests I've waited like five days for anyone to reply
support is, what the company offers. And considering, this is a small production, you get about what you can expect, I guess.
however, now you know about the board and I am sure, you will find all the information you need or answers to all the questions you might have, there.
Just to let you know ... there was a planed off-time for me and we did not publish this well or had anyone else doing the support. Sorry for that. I'm back today and I will answer all open tickets within hours/days.