We needed to change a passenger name and after 3 weeks of speaking to them we confirmed it with them to change the name and book the new flight. We didnt receive confirmation of this so 2 days later rang to see what was happening. They had not booked the flight and informed us it was now going to cost us £250 more to change the passenger. This is clearly in black in white via emails and the T&C’s also state that they can charge up to 100% of the initial fee and they are charging us over 100% of the initial cost. I have spent over 3 hours on the phone to customer services trying to sort this with no success. Today alone i have rang and ben told 2 different stories and been promised phone calls from the managers for 3 days now and no one has rang. We fly in 3 days and still don't have this sorted. The stress levels are increasing which isn’t great because I am pregnant. I also asked today to escalate this to a complaint and they said you cant complain until you have been on your holiday. This seems very strange to me.