Air india - Customer service for rescheduling flight pathetic

Had a flight for *th aug which was cancelled and rescheduled by air india directly. Further when I called to reschedule to another date I have been on hold for more than ** min as the agent cannot make changes and they need to connect to ticketing agent who never shows up even after ** min. Have tried calling them more than ** times and in total have been on customer care hold for more than *.* hrs since *th aug with no resolution. Filed a feedback and contacted via email but no response. It’s pathetic to see how customers have to suffer just to change their flight details. Further, cannot access the pnr online as it was changed by air india directly. How can such a company survive with pathetic customer service.