Am having an awful experience trying to use the flexible option I spent hundreds of pounds on for the family. You have to use customer services by phone . Yesterday I spent over 90 mins on the phone to customer services and when I got through he said he would sort it out but didn’t after another half an hour - he then said a supervisor would phone - 24 hours later they still haven’t called me ( I fly in 6 days). I tried to phone today and after 1 hour 50 mins they just cut me off - now have waited 30 mins on hold still no answer. MY ADVICE WOULD BE TO AVOID THIS COMPANY AS THEIR CUSTOMER SERVICE IS AWFUL