HEAR YOUR CUSTOMER - IT PAYS DIVIDENDS

I am very unhappy. I booked on 29 July for 23 September - I got a reference number but never the usual flight code you get. A day or two before I was due to leave, I checked to see what it would cost to change my return flight. When I saw how extremely expensive this was going to be, I opted out immediately & did not go further. Thank heaven I tried to check in on 22 Septembe and because you cannot discuss anything on a phone, they insisted I now pay more than double the original cost paid upfront in July !! Needless to say, I said cancel the return flight & add to outbound flight. Big mistake - Listen to your customer !!! THE RESULT - I returned on another favourite airline and because I have some family contacts in business who wanted to know about my experience and need to sometimes study options after booking flights, they are not too happy about the methods employed. I suggest improve the customer experience.