I do understand that there are difficulties with Customer service contact due to the Covid pandemic, but why not have people dedicated to answering emails or phones, which can be done easily with social distancing. The Live chat function switches off after you ask a question, that's if you can get on it first! only option is live chat running 9am to 5pm Mon to Fri, which is no help considering the amount of worried customers out there. I myself have a vulnerable person who has just had their Shielding extended right up to my holiday, plus the isolation issue coming back, which i cannot do as won't get paid, so can understand my concerns. All i want is to be able to transfer my holiday to next year without incurring huge costs! surely that can be sorted quickly over the phone rather than tell me someone will get back to me then cut me off! Unless they sort this out then not interested in booking with them again, plus advise others not to unless you enjoy the worst Customer service ever!