They really need to rename their Customer Care dept. As many others have said they lie and cheat you out of money. They were so bad I was forced to cancel a holiday with them. Even though the hotel had a clear FREE cancellation policy they told me the hotel charged me. I went to that hotel and discussed it with the managers, they confirmed they did not and would not charge in my circumstances. Guess what LM said when I proved they were lying? Absolutely nothing, they simply refuse to answer my emails and as for the call centre, they are both rude and incompetent. AVOID, AVOID, AVOID.