I was led to believe that your airline had a good reputation. However, my experience indicates that this is undeserved.’Having paid out £1200 for a flight to beijing, I booked a place for my mother on the same flight at £600. My mother is now not able to go, but my daughter was prepared to take her place. The agent tried to have the name changed to my daughter’s, however, we were only ‘allowed ‘ to cancel.The cost for this administrative ‘work’ being £145 for a booking made within 24hrs !!! nice work… After ringing customer ‘support’, I was informed that I could have made a saving of £45 if I had dealt with your airline directly – wow! you would still make £100  for the ‘paper work’ !!!!!!I will never ever ever use your airline, again and will tell everyone that I meet about your legalised theft – oh! sorry ‘admin costs’. I might even start a facebook group – will send you the link.a m henderson’