Heed the advice of other reviewers. Don’t ever use this company. The use of the word ‘love’ is a cheap brand trick to assume the company has your best interests at its heart. Well, reality check, it doesn’t. I echo everyone’s gripes with the appalling chat function as the only means to make contact at a time of stress. I have ‘chatted’ to a few decent people but whenever I ask probing questions I get the following script: Agent: let me transfer you through to a chat that is better able to help in your situation. Your chat is being forwarded. Please wait. You are now chatting with a new agent. The agent has disconnected from this chat session. Incredibly infuriating having waited up to an hour to just get cut off. My tale of woe began in January for a week in Crete in June with my wife as I have advanced stage 3 brain cancer, and we wanted to have a final holiday without the kids but had to cancel in February as the combination of growing coverage of Covid 19 and my chemotherapy and immunotherapy treatments made me extremely vulnerable and I thought I’m not going to end my life in a Greek hospital, so cancelled as was the advice of the government and my GP. I knew cancelling would come with a cost to me but in addition to a hefty cancellation fee of £75 (which to us is not insignificant) LH also advised it would keep the airfares too per their T&Cs which were £844 for flights, plus levy me £5 for ATOL and £14.75 for transaction costs (if this was for credit card charges – they effectively kept my cash and charged me for paying them!) and then remitted around £460 back to me then from around £1,400 I’d paid them by then, being deposit and first instalment. Chatting with them yesterday they said it was clear in the T&Cs that on cancellation you would forfeit the flight cost and any manager I spoke with would also smugly hide behind the letter of their T&Cs and kept not only a cancellation fee of £75 but also £844 for the flights. This is not customer service. In my mind that is unjust and blatant undue enrichment. I accept the hefty £75 admin fee for cancelling but to then keep x11.25 times this sum by keeping my air ticket payment is iniquitous, vastly disproportionate and is so far removed from the word “Love” as to be laughable. Today I heard via a senior BA contact that LH (I choose not to call them Love Holidays as they are a money grabbing loveless, non-compassionate, non-empathetic company) that BA have fully refunded LH the money for all the June flights that were bulk bought by LH. At this unprecedented time when there is a lot of goodness and kindness coming to the fore, I would be ashamed to be associated with LH in any regard. A Director needs to get involved and exercise some discretion here and not cause unnecessary stress to those of us with little time left who didn’t have a crystal ball when we booked our holidays. The company is an utter disgrace to the industry.