This has been the worst company I have ever had the misfortune of dealing with. I have been waiting for a refund for over a year and have been fed nothing but lies and broken promises and on top of that the staff are so extremely rude and inept. I have been truly shocked at how I have been spoken to at times. They never respond to emails or get back to you when they say they will. I have asked for a complaints procedure countless times but have never been given one. I am so confused at how this business actually manages to run as their customer service is beyond shocking. I booked 2 tickets with this company. One of those had to be put on hold due to the passenger catching covid. The second ticket, the return journey was cancelled so we had to book a different flight back- this was back in January 2021! I have spent so much time trying to get a refund as I am entitled and have been told countless times that I will receive it in 4-6 weeks. MANY 4-6 weeks later I am refundless. There is a manager who works on the team called Nancy who is truly the most rude person I have ever spoken to. I decided to get a refund on the second ticket that we had put on hold, I had been previously been told they would take a small amount (~£10) for admin purposes- when I received the refund it was A LOT less than this and no explanation has been given. This company has basically robbed me of my hard earned money and seems to be getting away with it. I have been so stressed out by my experience with them that I almost gave up all hope but I will now be reporting them to ABTA as I don't want anyone else to get robbed and treated this way. Please stay away from this company for your own good they are simply not worth the stress they cause!