My partner and I had 3 flights with them booked for March: Manchester to Bali and Perth to Manchester with BA and Bali to Perth with Malindo Airways. We've dealt with Kim throughout. Originally we thought we'd be going to the rearranged wedding in November and were quoted £572 + £100 admin fee to change the flights and were told they were non refundable so it was this or nothing. They then changed the admin fee to £25 out of "goodwill". Then the refund drama started with various phone calls being told different things each time and them ignoring me pointing out they'd changed the t's & c's since we'd booked. Kim then offered us the full refund for a £75pp admin fee but we had 4 hours to decide to agree with their specific cancellation wording after which the tickets would be non-refundable. Halifax were very unhelpful and said that a chargeback wouldn't be successful because of the t's & c's even while they acknowledged that wasn't fair if they'd been changed since booking. While arguing that, Kim then told us that actually only the BA flights could be refunded as Malindo Airways weren't offering refunds. After more phone calls we were told we could have an admin fee of £50pp and Malindo Airways were offering refunds. Kevin emailed and we just wanted to draw a line under everything so agreed to the refund. We were told the refund would take up to 6 or 12 weeks depending on GDS or BSP. This was on 8th April. 6 weeks later we checked in and no word on our refund but they did agree that they'd charge £75 admin fee for the booking as this is what they'd now stated on their website. 3 months after agreeing to the refund they emailed to tell us that they'd received the refund from BA only. They refused to refund us the full amount and after more phone calls promised they'd give us Malindo Airways' contact details so we could chase the refund ourself and that the refund would be processed. It took 10 more emails over the course of a week to get a reply confirming they would process the BA refund and we never received the airlines contact details. We eventually received the refund from the BA flights. After asking for a breakdown of the flight costs so we could check this was correct we were never provided with an original itemised invoice and told this didn't exist despite being told on yet another phone call that we'd be emailed it. After another 15 emails over the course of a week Kim provided the cost breakdown via email. After another month of no communication I chased the refund again and was told they had now received the refund. In this time I'd managed to get in touch with the airline myself and after being bounced around a bit finally received an email stating that they'd processed the refund to Carlton Leisure 6 weeks before on 24th July! When I asked Kim why they'd held my money for 6 weeks without telling me I got the usual repetition of non answers. The refund arrived back into my account today, with £100 taken off rather than the £75 admin fee that we'd begrudgingly agreed to! This has infuriated me, had it been the £75 we probably would have just let it go to be finally rid of this awful company but I'm now determined to get every last penny back from them, whatever it takes.