Have just managed to rebook a voucher with them, through online chat but - what an age. To rebook: Changing destination and one name; agreeing costs and ionfo about seats - took 75 minutes.
A phone call could have dealt with it in a max of 15 minutes. Based on the very long wait between responses from the Agent - I'd say they were having to handle 2 or 3 other bookings at the same time. If they were only handling me - then it is the most inefficient agent I've ever had!
This way of doing things might gets folks 'answered' faster but makes the process very much longer. So, what is the real customer experience like?
Correct me if you think I'm wrong.