I sought to change a name on a booking via Jetline email. The email printed on every booking confirmation document was invalid; but the email did not bounce back as undeliverable. Rather, I received messages stating that the company aimed to respond within 72 hours. This went on for weeks. No matter how many times I emailed, a response never came. I also could not call Jetline, as the booking confirmation documents listed only an England telephone number and I live in and booked the trip from the US. Every time I tried to call, I was told the number was unable to complete my call. No correct instructions on how to contact the UK company from the US were printed on booking documents. When finally connected, the representative said that if wanted to change the name in the booking, I had to speak with Edward, and Edward is unavailable. Call back later. I did call back, day after day. I was repeatedly told that Edward was sick and to try to call back tomorrow. At no time did a representative of the company call me back. I I tried to reach Edward daily for nearly 2 weeks, with no success. Still repeatedly told that only Edward could change the booking. In reality, Edward was away from the office for multiple weeks with some pancreas issue. Again, I was never told he would have an extended absence, and I was blocked from making the passenger change with anybody BUT Edward. Where is Edward?? I began to believe that Edward had quit, or perhaps died, or that the company wasn’t real at all. Edward finally returned to the office. He did not contact me. I contacted Jetline for what felt like the hundredth time and was connected. We are now well into September, and I started this process during the second week of August. Edward charged me $700 (which posted to my bank account immediately) and booked two completely new flights to and from Rome, instead of just changing one passenger name. When he asked me to approve these flights, he did not send me a document but a heavily cropped screen shot. I had to use my fingers and scroll left to right to read all the information from my cell phone. By receiving this information in such an illegible way, I overlooked the fact that my outgoing flight had been completely changed and was now set to arrive in Rome at 11:50 am on Day 2 of our 6 night vacation, instead of the original 7:00am arrival time. I elevated our complaint to the department supervisor. At this point, I was in tears and honestly believed I was putting my 78 year old mother in danger for traveling with this company. . Rose told me to stop crying and to drink a glass of water. She then said she would make all possible efforts to get us on a flight that arrived in Rome earlier, to allow us more time to see the city. We are traveling in November. Attractions will close, nightfall comes early, and an 11:50 arrival time virtually takes away one complete day of sightseeing. Rose never called me back and never sent a personal email. Instead, yesterday I received a generic email from the admin team with correct names but still with the 11:50 arrival time. I attempted to reply to this email and received a bounce back message that this email is inactive. I will absolutely never book with Jetline again, and I will post this review everywhere I possibly can. I also hold very strong reservations about booking through Travelzoo, the website I used to book this trip, because once I started having challenges with Jetline, I checked online review sites and was devastated to find review after review from customers vowing never to book with Jetline again. What criteria has Travelzoo been using to vet its suppliers? I’m exhausted and discouraged. This should have been an easy trip. Nothing could be farther from the truth.