Poor customer service at local and national level and a clear lack of training and expertise at local level. Having used Barrhead Travel in the past, I booked a holiday with them at the beginning of January with a travel date 3 weeks later. I therefore paid in full at the point of booking. As I had not been to the hotel I booked before, I googled it an hour after paying in full. The price had gone down by £50 each in that hour. I called Barrhead but they said it was nothing to do with them and I should raise it with Jet2. I did that and was told I should raise it with my travel agent. While being passed from pillar to post with no one taking responsibility the cost reduced by another £200 each within another 2 hours i.e. my holiday came down by £500 in total in the space of 3 hours! I called Customer Service at Barrhead and was promised the Manager at my local branch (Hanover Street, Edinburgh) would contact Jet2 on my behalf. I never got a call back and resorted to calling the Head of Customer Service at Barrhead. I got the right noises but nothing more other than Jet2 use a live pricing system which means there are winners and losers. I was a loser in this instance! When I collected my tickets I asked in-store about booking seats. I was told they didn't have access to the Jet2 booking system. When I later checked in on-line, the Jet2 system clearly stated that I should contact Barrhead to book seats. By that time it was too late and all seats had been allocated. I did visit another Barrhead shop who confirmed I had been given wrong information. There clearly was a training gap with the sales advisor I dealt with in Hanover Street. As other reviewers have stated, you can have a mixed experience with Barrhead. Things can go well but if they don't, they are not interested in taking any steps to address the situation.