Do not use this agency as they don't code well and work with China Airlines who do not feel a serious medical reason to not fly is insufficient to warrant neither a refund nor a cancellation fee,!! An elderly passenger needed to cancel her flight and receive a refund on her business ticket flying to Australia January 27 2020, on medical orders to not to fly into bushfire zone. Many airlines offer immediate refunds with medical proof. So what did China airlines do? No mention of refund and told to pay a large cancellation fee! Budgetair.co.uk did not comprehend the urgency, taking up to 15 hrs on average to respond to urgent emails. They didn't 🌃 enquire about a refund, apparently on our behalf. Astounding. Highly unprofessional. Fortunately the press here are noticing unethical behaviour of corporations on this current crisis here.