This is the initial email I sent to BAA Travel Customer Care:

"On 21/11/10 in the morning. I tried to book, on your website, 4 flights from Gatwick to Toronto. The persons flying were 3 adults, and a child who would not be 12 (twelve) until after her return to this country. Your site would not accept any child born in 1999. (In the unlikely example if they were flying 1/1/11 and their birthday was on 31/12/11 your site did not recognise that.) I then rang the helpline and got put through to an asian who passed me on to Lastminute.com, who I believe run your site. They eventully ascertained that no-one could book through the website with a child of that age and that I would have to book on the telephone AND pay for the pleasure. Of course this was on a premium line and I was on the phone for over an hour. I eventually gave up and agreed, whereupon they cut the charge for telephone booking in half -- because it was their fault! It is now 28 hours later and despite phoning this morning, I still have not had confirmation of my flights. Please can you help?"

Since then I have had to return to their premium number to sort out where my confirmation had gone. They had mistaken 'y' for 'w' in my email address, but despite everything they would not offer any present of future compensation for my £60+ overspend, the furthest they will go is to apologise.