I have used that company in the past for making a few flight bookings ex-UK; not the best but not the worst and have found that they do answer their phones
You can call them for free on a service like skype or other VOIP service by using airline network's freefone number of +44 800 747 000
The time difference to UK is pretty reasonable for calling from home I find since 6pm in Australia at this time of year is 9am in London
Dave
Thanks for your comments, Dave.
I have to say though that I really can't be bothered having to jump through hoops to deal with this company. As mentioned, there are many others which have much better customer service departments, so they have now lost my business for one. If they don't care, then neither do I.
My problems with having to change bookings all stem from good old United Airlines. They have made such swingeing schedule changes to some of my paid reservations that I have had to cancel/change many hotel and car bookings.
Everyone except this company in Preston has been really pro-active in helping me. For example, I had to change a few hotel bookings with expedia.com (not .au) and was quite willing to pay the cancellation fee of USD 25. However, the agent I spoke to (a US-based call centre) offered to speak to her supervisor, without any prompting from me, to have the cancellation fees waived. This was done and the service I received was excellent. Moral of the story, I will be quite happy to put more business expedia's way.
That's life, and business, I guess.
PS. It might be also worth mentioning that I lived near Preston, Lancs for over 25 years, so I'm not entirely unfamiliar with the territory.