I booked a flight with Bravofly and I opted for a cancellation policy. I received an email from Lastminute.com who were handling the fullyflex cancellation policy. The instructions were simple and clear (and too good to be true): 1. Email us with your booking ID indicating you want to cancel 2. indicate if you are an individual 3. an email will be sent to you within hours with a voucher code for 90% of the fare. I end up cancelling before my flight. I hear nothing. I email again reiterating that I haven't heard from them. It turns out that instead of this being the straight forward process that I was promised that the company has added a layer of communication asking me to reconfirm if I want to cancel. This had naturally gone into my SPAM box and now they are saying I haven't cancelled the flight so I have lost hundreds of pounds not to mention the insult of paying for the insurance policy. This is just unethical and it's playing with people's lives. But to add insult to injury, this is the email response I received, which looks like it was written by a 12 year old in haste which does not exactly install much faith in this company's customer service. The email is displayed as sent: Hi Helen Thank you for contacting us we check with your request in the previous mail we repeated asking you for reconfirming the request. but unfortunately, we received your mail after the flight already departed. from now we are unable take any action on your request to cancell with insurance we are very sorry about your cause we kindly advice yo to contact airline for the further procedure Thank you Kind regards, Customer Care Team