I am beyond upset and disgusted with the disregard, lack of knowledge and lies that your company has put me through. Each call I have had with a different representative has lead to no help, nothing being resolved and false information. Due to no longer being able to fly for my original flight, I called and spoke to someone who gave me a new reference number where I could book at a later date/destination or change the name. I then had a close family member pass away suddenly to to which I then offered my mother my ticket to fly out for the funeral, as I was told I could change the name. When then calling and trying to do this, I then got told that I was unable to do this unless we proved this by sending the death certificate as stated in the ‘policy’. After questioning this and not wanting to get false information, I made this representative double check and confirm this to which she did. After then troubling my aunt and uncle, who are grieving over the sudden loss of their son (my cousin) for this documentation, we then sent it to the to email provided and called to get this now changed into my mothers name. To which we then found out was yet ANOTHER lie and that this cannot be done as you can only change the name if the ticket holder has passed away (which makes no sense as they would be dead so how can they challenge a name change.) After expressing my feelings of mistrust, that I would be taking it further as I no longer wanting to have anything to do with this company, I was told that I wasn’t allowed any refund and was only allowed to book it at a later date. I then challenged the representative to speak to a manger to which I was told, they had none working, they had gone home and that no one had any direct email. After then putting in a formal complaint 5 MONTHS AGO WITH STILL NO RESPONSE. I called back to use the money to book a new flight to say I couldn't as it was a less amount (even after saying fine keep the remaining money) and I was only allowed to book the same amount or more (scam to get more money out of you). When asking to speak to a manager, shock horror, there isn't one working. When looking at the status of my complaint he said there is a back log and will get to it eventually (says a lot if the back log of complaints is longer than 5 months). To then be told there is nothing he can do. I am beyond appalled, hurt and frustrated by this whole experience and will be spreading the word and my story to every known platform and review website possible till I speak to someone who, genuinely knows what they are talking about and can come to a mutual agreement/resolve the issue as, the information I was told only leaves me to believe that this company doesn’t care AT ALL about its customers and only cares about money and profit.