Much the same as Saarah, R, Char, Anonymous, and Colin below: at end of Jan '20 booked a flight from LHR to local airport in USA. Initially got a mail requesting urgent phone call, where they claimed that the domestic leg of the flight was not available and offered an alternative 2 or 3 hours later (for £20 reduction). Fair enough, except that original flight still showed on searches, and revised arrival time was approx 4:30 next day in UK/body time. Then on attempting to cancel due to the ban on travel the same refusal to refund payment despite my argument that they were under legal obligation to do so (thanks, Which?) and wanted £100 to 'open the ticket' etc. They claimed that 'discounted flight' meant 'no refund'. Operator rudely talked over me numerous times during conversation. It's times like this that differentiate the good firms from the bad - this lot are clearly bad.