Not sure about booking with an email but I booked through the website and noted my requests. I got a confirmation within a few hours. 2 weeks ago our flights changed and I emailed them with the changes and repeated my requests (we need a van, have the Passporter coupon and would like a grocery stop). I got an email within 24 hours confirming the changes. I haven't had any email issues, but I plan to call 48 hours before and confirm everything.