Why has it gone so wrong. The answer is that if you have a problem or want to make a change, you can speak to someone but they can only take a message and then you have to wait (3 days in my case) for an agent to email you with suggested changes and then if you go to accept, guess what, the changes can’t be made and you have to pay more and more. It does appear to be a scam tactics and don’t book with them or you do so at your own peril. Another thing, they are offshore so you will not speak to anyone in the UK.