Like every other customer has identified in their reviews, this company are a nest of soulless snakes bred to rob you of money at every step of the way from start to finish. Naturally, we're in a time where many flights are getting cancelled due to the pandemic. The is completely understandable and unfortunate, however imprisoning the customer into your system so that they have no choice but to accept your obscene £30 'handling fee', despite lying in your emails with 'you can apply for a refund for your trip, or we can do it on your behalf', is outrageous. Furthermore, they never respond to emails for simple queries or urgent requests like cancellations, you're forced to wait on the phone for upwards of half an hour to get through to a customer service agent in India. Note: I didn't give their call centre agent any grief whatsoever, it's such a shame they're having to take the frontline for this disgusting company, but what I am going to do is post this review on every single review site I can find, advise my friends and family never to do any business with them and never use them again. I truly hope your business crumbles during this dark time we're in, as you do not deserve to be operating with this level of greed, malice and deliberately planned difficulties for your 'customers' ('victims' would be more appropriate).