Positive: The on-line chat was very useful and helped make a decision on what we needed. I spoke to Caz -- we liked Caz! Negative: After finally deciding to commit, the transaction failed to complete but this was not clear and I only realised when the payment page reloaded. I have an issue with all companies who employ a credit card charge but my kids had been very excited when looking at the web pages. (lesson learned for next year!!) I called the 'need help with buying' line and after being told (very slowly) the call would cost 5p per minute the wait was unacceptably long. To make things worse the lady I spoke to advised I just complete the page again and had to be prompted to check the system for my name or postcode. I had expected this first off and to be followed by a 'I can take payment from you now if this is easier?' This was not forthcoming. Despite poor IT and payment systems, credit card charges and poor customer service I continued and completed the transaction successfully on the second time of asking. I have since received 3 emails asking why I did not complete my purchase and 2 confirming I made it. I also received a request for feedback, to which I am replying with all my frustrations. Truly hope the holiday lives up to the recommendations we received and the experience gets significantly better from now on. I would be happy to be contacted regards any of the points above.