Emailing the club

I am in Spain at the moment and sent an email to the overseas holiday department (through the club website) about 2 weeks ago. I wanted to know how much it would cost to change my return Ferry so I could catch the Ferry from Santander in stead of Caen. I have not even had an acknowledgement that my enquiry has been received let alone had an answer. Is this the usual way the club treat their members.

Les