“See above - they very poor process of not presenting a summary of the transaction on one page immediately prior to confirmation led to a need to change start date within 1 minute and as highly lengthy and incomprehemsioble process to correct a very common error - lead to a destruction of trust at a point where it should have been maximised.
Call centre operator had very limited scope to provide a "service" which could have resulted in a positive outcome but the process did not allow that - the £40 - 10% increase in revenue is insignificant in comparison to the future revenue foregone by creating a very sceptical "customer" who has had very little to talk about in his pub for the past several days”
“Very efficient and informative as they talked me through what information would be sent to me,everything happened very quckly which suited me..thanks”
