What is the point of forwarding me to an old ticket that hasnt been answered for 3 days straight when i try to open a new one?

[Petar16]

my guests and i are in need of assistance and each time we try  to reach Air their bot redirects us and closes my new ticket .

even after i sent a plea over facebook to assist me and they said " we will set you as a priority " ive still been waiting.

How is the bot doing its job if it can be this flawed exactly? 

[Emiel1]

@Petar16 

If the issue is already managed in an open(!) ticket, then why open a new one ?

Just wait for respons. Or maybe the community can help you in the mean time with some advise regarding the issue ?