Hi Gill,
I may be able to explain this in part..
We have two sections in our contact centre - the sales centre (that looks after new brochure requests and new bookings) and the service sales (that look after customers that have booked). The service centre is only open until 6pm - I have just spoken to the head of the contact centre who has advised that the out of office message does advise of both open hours however they are looking at making this clearer for our customers as we have received similar feedback from other customers.
Have you managed to speak to someone regarding your booking?
Kindest regards,
Julia