Love Holidays are not a Travel Agent. They are a Tech Company that has embedded itself in the holiday market and taken registrations with ATOL, ABTA (formerly), etc. to allow them to take commissions from other room sellers and direct airlines by acting as the agent handling your money. That's all fine when it's "situation normal". Problem is, faced with a major issue - Covid-19 - they are spectacularly undone. They employ very few industry experts and their staff may as well be working for QVC or Littlewoods. Hence, they are unable to offer any semblance of a customer interface or even understand the product they have sold you and the laws that govern your contract with them to provide a package holiday. Backed by an ever changing set of terms and conditions that fly in the face of their legal responsibilities, they misrepresent their obligations in an effort to delay the inevitable or beat customers into submission, when they will just walk away from their rightful refund. The first sign was when Love Holidays withdrew their ABTA membership late last year. ABTA is a trade body that emphasises professional standards and fair treatment of customers. Their recent relocation of their head office to an EU jurisdiction is another red flag. The CMA recently instructed them to repay all outstanding refunds by 31st March. I'd say its fairly short odds they keep delaying, obstructing and confusing refund claimants until that time and enter some sort of insolvency process, leaving the vast majority to claim via ATOL.