I sent an email to a prominent media personality, and copied it to geoff.dixon@qan........ Got a phone call from one of his PA's the very next day, and it was all sorted.

Came down to the inability to change bookings online once an online change has already occurred, thereby FORCING you to go through res, and thereby incurring the telephone booking charge, even though you want to change it online.

Credits were converted to gift vouchers, so able to rebook without paying the rebooking fee.

So I would recommend going down this road - after all, if the management (or their assistants) hear about it directly from those using the service, action is more likely than if it was filtered through the normal complaints handling system.

I would be going for [email protected] and see what happens.

Dave