As an EA I regularly book flights and have used tonnes of booking agents. I tried to change a flight and this is what unfolded: Tuesday Called from 16:00 until the office closed and there was an automated message. Called Emergency number - no answer in 2hrs. Wednesday First agent confirmed a change of flight option @ £480 + £150 airline fee. Called back to pay 10 mins later - agent had me on hold for 10 mins 'looking up the booking' and then disconnected me. Called back - agent had me on a call for 55 mins - he said his system was down, then he blamed the issue on the Delta site. Then told me he released the ticket and that I should call Delta. No re-routing options offered, he confirmed he did not know what to do and had no solution other than for me to sort it with the airline direct. I asked if as the agent this was not his job, he said no. Spoke to Delta. They confirmed that the agent should have called them, not me. I got the flight I had been indicating all morning and was offered by the 1st agent. No additional cost for flight and admin airline fee was £120 airline. It is very strange that the admin fees differ, the flight cost difference was none existent, general customer service was poor and I had paid an add-on fees for flight amendments. Wrote to the company to provide feedback, hoping they were rogue employees and received a 2 line email 3 weeks later saying they assisted as per airline terms and availability. Clearly not and now will forward this to Delta for their review. Genuinely feel this company are con-merchants and should be avoided.