After trying to resolve a cancelled booking, for which they took the money and blamed the airline, I received a refund after two emails, an online resolver tool and a long phone call. They refunded the money and promptly removed it from my account again a few hours later. I have had to call my bank who have now written to them to try and retrieve the FIRST payment (still pending), for which they did not provide a flight. Never ever ever go near them. Not if you want to stay safe (know you have a flight), and if you only want to pay for something once. I am now about to call my bank to ask if this company can be blocked from taking any further money. There is no reason why the money should have been taken twice as these were two separate "takings" done on three days apart.