I'M writing to you about my frustration at not being able to talk to a representative of flybe airline.

I've had a very annoying experience with booking a single flight.

I had to plan a business trip to trade shows in Germany and my wife recommended I should book early and through the internet to get cheap flights.

I got good deals with Air Berlin and then checked into the flybe website, where I was charged £69.12 for a single flight to Belfast from Birmingham.

My wife was very surprised at how expensive it was and checked it out the next day when she was able to get the same flight for £19.99, a £50 saving!

For some reason it seems my booking was made through an agent, even though I was booking on the flybe website.

I was very keen to talk to someone from flybe for an explanation, but couldn't find a phone number.

I eventually got one which was of no use, and was told that to speak to someone would cost £1 per minute.

I always read your Consumer Desk and thought you could make contact with them and get them to explain why I ended up paying £69.12 instead of £19.99. Please help.

I have received a reply from flybe which, to be honest, in my opinion goes no way towards answering your queries.

They say: "flybe offer a wide range of fares on each of their services. The number of discounted seats allocated to any flight is strictly capacity controlled.

"That is to say, only a limited number of discounted seats will be allocated to each flight. After that, we'll offer the next best fare available.

"Heavily discounted fares tend to sell quickly. The lower discounted fares carry restrictions and the booking must include a Saturday night or three nights' stay. Fares are non-changeable or refundable. We apologise for any dissatisfaction felt. We note that this booking was in fact made through a travel agent and not directly with flybe."

This still does not explain how your wife was able to find a much cheaper fare for the same flight, than you were, and at a later date! Neither does it explain how you ended up being booked via a travel agent if you actually had checked into flybe's website.

Maybe you mistakenly booked through the agent and that's where you missed out on the better fare. As for your inability to talk to a spokesperson for flybe, there was no explanation offered.

A Greek tragedy

Last April I rang Global Late Deals to book a holiday in Crete.

An error was made in the booking by a member of their staff and since then I've been trying to get my money back.

I'm enclosing a letter I got from them in August, telling me it might take 28 days to contact me, but no correspondence has been received since.

I seem to be getting nowhere and hope you can help.

I've tried over many weeks to contact their after-sales office, but on each occasion I have been kept holding and then my calls have not been answered.

I'm afraid I've been no more successful than you, and I'm concerned because the amount (£998) you say was removed from your account is a lot of money.

I only got hold of people from the company with great difficulty and nobody ever called me back.

I persisted and informed them what had happened. One person claimed that, as far as they're concerned, you appear on their records as a 'no show'.

In other words, they're saying you simply didn't turn up for the flight and, as such, it's your loss.

I explained that there had been a mistake with the booking and you'd immediately made them aware of it and expressed your wish to cancel, and were therefore surprised to have tickets delivered.

A different person stated that you would need to have cancelled in writing. A third person advised me that they were not at liberty to disclose the outcome, but said they have been corresponding with you about the issue.

Please let me know what happens.

Crossed wires over broadband untangled to your satisfaction

I have a problem and wonder if Sunday Life Consumer Desk can help me out.

I am literally at my wits' end and simply can't get anybody to sort me out.

It's all quite simple, really. I bought a laptop for my daughter for Christmas and wanted wireless broadband for her to use.

I have tried Orange and I have tried AOL, and they have both given me the same answer, that as I am a BT number, they told me to ring BT.

I have now rung them five times and they insist it has nothing to do with them.

They keep telling me it would be up to whoever I choose as my broadband supplier to sort this out.

I've chosen AOL as my best deal for supplying this service and have been in contact with them five times, and each time they've been adamant that BT is the problem.

I am piggy-in-the-middle and cannot get anyone to sort out whatever the problem is with my telephone number. I have had the number for 17 years and I moved house three months ago but took the same number with me.

PLEASE can you help. Today, I asked to speak to a senior member at BT and they put me on hold. After waiting 12 minutes, I had to hang up as I was in work.

BT got back to me and advised me that they have contacted you and have since resolved the problem to your satisfaction.

They would not discuss your account with me or explain what had caused this problem. I trust your daughter can now enjoy many hours online.

A big thank you for all your help

Thank you, thank you, thank you, thank you.

Firstly, for publishing my problem with a mail order company and secondly, for contacting the company and advising it to be sensible about the problem.

Since then, I've received two letters from its collection agency assuring me that it won't be taking any further action.

I even had one male caller from the agency who was surprised that, through you, his journey had been made unnecessary!

After waiting so long and in vain for my solicitor to sort this out, all I needed to do was write to you.

Thanks for being there!

You've no idea what these people had put me through.

MJ: Happy to have been of help and thanks for letting me know the outcome was such a relief.