The score is based on my online booking, based on the staff it would have been a 5/5. I booked online Friday night but I booked the wrong flight, I tried to call straight away but you were closed, I emailed immediately but by the time you opened the following day, the flights had been confirmed. I did speak to customer services and they tried to rebook the flight I needed but the cost was an extra £170.06 which I simply cannot afford. Had I booked over the phone, as I have done in the past, all the information would have been confirmed back to me at each point and this would not have happened. I'd have the flights I wanted at no extra cost.