Linda Olson is great! Perfect communication, takes the necessary extra steps on fish that need it (i.e., for giants, she automatically adds more oxygen into the bag and ial). I haven't had to contact her before I buy, I do this once I pay for the fish and I just forward that email on to her and give her a heads up and ask how much for express. My recommendation - ALWAYS pick Express Mail. You get the warranty and you can track where your fish is if it doesnt arrive the day its supposed to.
All in all, buying off AB is easy and great. The only downside, as others have said is that you do pay a lot for shipping costs.. but IMHO its worth it because some of the fish they have on that site you will not find in the U.S.