-Overcharged £100 when booking. -Terrible phone queues to resolve above issue. Took days and hours of emails and calls. -I questioned their free lounge as I read so many people got let down. Have at least 15 emails confirming I definitely have the lounge, only to be cancelled once I arrived at the airport! Was too late to get any other food before flight. -Customer service representatives were awful when trying to discuss the lounge issue and refused to let me speak to a manager, and even threatened hanging up the phone if I asked one more time....I asked to speak to a manager again, and they hung up! Awful. -Transfer information not available online, the local Spanish phoneline didn't have my information, and the emergency phone line for customers currently abroad.....well this was ironically closed! Awful service from start to finish. I fly 7 times per year, have never had such awful service, and will never use them again.