The booker was very pleasant but there was an assumption that I knew what to do etc. hence not told of which terminal to go to, not advised on the lounge I could use or where it was, and not told of the different ways to check in and if going business class made a difference and how long the queues would be for passport control or about fast-tracking etc. Not flown for years so did not know the questions to ask, now only found out that there are a lot of changes at the airport. Have now spent a long time on the research and on the Virgin site to try to familiarise me with the new ways things are done. Still not sure if I get fast-tracked on check-in or where to go. The company does not allow payments to be made over the phone. When you are 77 years old, not computer literate it does not make for stress-free travelling !!