AVOID this agency at ALL COSTS! While the initial ticket was ‘competitive’, the cost of a two day change due to a family emergency was an additional 50%. This was explained away as an ‘upgraded fare’ however was in the last row of the plane in non reclining seats. The staff are either too inept or otherwise incompetent to return voicemails or emails, struggling even to answer the most basic questions. There is an astonishingly poor level of customer service, and the staff’s rather tenuous grasp of English leads me to believe that the call centre is outsourced. This of course would not be an issue if the level of customer service was consistent or even existent, as it stands they are rude, inefficient and have put the phone down on me on at least three separate occasions.