No, you're not the only one... I had an itinerary for two people. I needed to leave a day earlier and rang the call centre to make a change to my itinerary, leaving my colleague on the original booking. The agent sounded very unsure but assured me it was no problem. When completed, I requested an email confirmation.

Confirmation never came. Had to request it 3 more times - still never came. Eventually printed off the new PNR from the bmi website.

Arrived at airport to find flight overbooked and my name not on the list. One flash of the Gold Card with the website print off got the supervisor to put me on board (in C!!! - not bad for a H class ticket). Complained bitterly about the call centre and the supervisor agreed that she was tired of cleaning up their mess. I asked her to check if my colleague was on the same flight the following day; turns out that her itinerary had been changed and she was list for my flight . Had to get her changed to leave the next morning, as originally booked.

I dread to think what would have happened if I hadn't had a Gold Card... no reservation, no seats available... no flight. Someone in Donnington Hall should be having a very hard think about this call centre. I work in a large international company - my IT support comes from India - and it's fantastic. In Ireland, Indian accents are rare so it took me some time to be able to follow their voices easily. Have it mastered now - no problem. However, some of the voices coming from the bmi call centre are just incomprehensible. And the service is just as poor.

I appreciate the notion that cost savings can be made. However, this only makes sense if it doesn't diminish with the value of quality of service and doesn't interfere with a company's ability to bring in the money. In this instance, I have lost faith in bmi's call centre - the service is unreliable; bmi will lose income because people like me don't trust them.

Sort it out guys.