Its unfortunate I have had very poor communication with your company and I am trying to get my issues resolved. I have a serious complaint that needs resolved. On the 17th Jan I booked a holiday with Robyn, I was informed by her , she/LH will pay for my private transfers and room upgrade and we requested information if I was to change my booking i.e hotel etc she informed me I would just need to go on to the portal manage my booking and I would be able to instantly change my holiday as I previously experienced on the portal for my last holiday with LH, at this point I was satisfied. Following in the evening my wife said the hotel wouldn't be suitable for a young baby , so I followed the process detailed by Robyn, to our shocking surprise on the portal It would not automatically update the hotel with live prices, in fact it would take 5 days for an admin team to respond back to us, within the 5 days the hotel prices will change and this would be a known issue, had Robyn been clear on the information for amendments I would not have booked. I even went on to live chat and it also says that they system will automatically offer prices, which it doesn't. Please see screen shots. I was also told my confirmation would be sent 15-20min after paying this was not the case around 4pm , i had to email Robyn around 8pm to remind her to send my documents. On the 18th Jan, I called LH to express my displeasure on receiving the wrong information from Robyn however if they were able to help me with changing my hotel, i would be happy. I called 2x and both times the agent put the phone down on me, my 3rd call was answered by Christopher, after a lengthy back and fourth strongly suggesting no one can help me except the amendments, he was able to get a manager to agree to change my hotel. the prices quoted was around £500 per person more, which is a lot more than the live price online, he suggested LF are charging £1500 more for the amendment however I told on the portal it states £25 for the amendment, he then agreed and said these are the live prices now, i told him to check again as online it was far cheaper see screen shot, the prices on the 18th Was cheaper than the price on the 17th night. I flet like my back was against the wall here, my wife wants a different hotel and suddenly the new hotel we want went up in price by £500 near per person however no other holiday on the LH website for Turkey went up this amount only my chosen hotel when i requested to change very fishy. Seems like the price was increased for my family. During this call Robyn also emailed the prices was around £1500 more, this also contradicts Christopher saying no one can change the booking apart from the A team, but Robyn can if if pay £1500 more. So anyway I chose another hotel. After Christopher had arranged this, I asked him to check, why i am paying for transfers this was free from Robyn, he said it was not, I asked if my room upgrade was free , he said no room upgrade is fee, then i asked why my flghts says 3x paid baggage when i only wanted 2, he said 3 has been added and 3 paid for. After the mist of all this head and miss information from the first contact on the 17th , i told him I want to complain and need a contact , he was unbale to assist... at this time i have to work myself. I called again on the 18th to express to your gent, (I did not get her name) went through the whole process and told her i want to cancel for the following reasons. 1)Robyn discussed changes and amendments, and you informed me all I would have to do is go on to the app and change e.g hotel and i could be done on the day as I experienced this the year before on the app, I found out today it can take 5 working days as it a manual process from customer services. 2) Robyn said you would include transfers and you / LH cover the cost, this was not the case and was confirmed by Christopher from customer service. 3) Robyn would add a sea view room at no additional cost, however, there is a cost for a sea view room that has cost in the total amount which is not itemized on the confirmation and you / LH said you with add that in for free. 4) Robyn said the confirmation would take 10-15 minutes after the call, however, i had to email you in the evening to send this across. 5) I requested baggage for 2 bags, you added 3 and this cost me extra for something I do not want. This in a short period of time has caused much head and hidden cost , miss information , miss representation, I want a full refund with no cancellation charges due the extremely poor service. We totally uncomfortable to go on holiday via and untrust worthy company. This call was not received warmly , infact it was quite rude and unhelpful and she made a manual request to the amendments team for the cancellation, she also logged a call for a manager to call me back and said it would take 72 hours also with a response from the admin team r.e my cancellation. So i am expecting a call and response to my cancellation on the 20th January. I also emailed Robyn a formal complaint to pass on to her manager and confirm this has been passed on, i did not get a response. 19th I emailed Robyn again to confirm if she had passed my complaint on and CCed Tom and Rob, still no response. 20th i called LH and spoke with Marcella , i again explained everything, she said I should get a response today and can see my messages and requested on the portal and the person I spoke to the 18th did log a call for a manger to call me however when Marcella checked the work schedule she said the manager is off until Monday, therefore the person who logged the call logged it inaccurately or knowing no one was going to call me back in 72 hours to resolve my issues. This is absolutely shocking i am going to these lengths to fix my issue. I want confirmation my holiday is fully cancelled with no charges to me at the very least, this tactic Robyn did by suggesting add-on upgrade are free and the change process is instant to secure as sale is appalling also the aftercare is very poor once the money has been taken. Misleading, mis information and hidden charges additional charges that was not request, these are concerns for any family with young children. I have had to try and find management people in LH to email his to get some response urgently. I have also seen online and on twitter that many other customer have had the same issues and worse. Kate.Buress - Head Of Customer Operation robyn.murray - Sales Advisor Tom.Ziolkowski - Customer Relations Manager Rob.Elgood Head Of Sales Lauren.Walker - Sales Manager Marcella.Tempra- Customer Admin Donat.Retif- CEO Gemma.christie - Retention manager Daniel.Gabin Retention Manager I emailed all these managers and still no one met there 3 days SLA to contact me today Ref LOV7039504U