Sure there is space for improvements but if you follow the instructions and actually read what they
Sure there is space for improvements but if you follow the instructions and actually read what they say you will get exactly what you were told. Does it take long to make some documents? Yes and they would always give you a worse scenario estimate - I usually got everything much faster. Do you expect "meet & greet" of 6* hotel (Where you pay not little money for it)? Then forget it, their job is not fun to deal with frustrated people leaving everything to the last minute and hoping for miracles. Yet they were always polite, friendly and always helpful. With attitude of some people going there (for whatever reason) I actually admire their patience with them. Do you know what is the booking system for? I am sure it is not to come late. Yes it takes me some time to get there as I am not from London, but with a little bit of planning and making some time reserve (you never know what can go wrong) it is fairly easy to make it in timely manners. As to communication I must admit I don't really have any experience via phone - I always use email and I always get the answer. Not always straight away but again you usually get auto-reply which gives you an estimate.