Thanks for the mention @Helen3
@Niall55 Thanks for your post. My name is Stephanie and I'm a community manager here on the Airbnb Community Center. We can't talk about open cases, however I have just added direct messaging access to your CC account so you may get in touch with me directly about this.
As it is your friend rather than yourself that has the ticket open, I can't "pull it up" on the system as it were to see what the progress it looking like. I recommend your friend get in touch with Customer support for updates - could you share how long it has been that the case has been open?
Thanks