I have previously purchased two tickets with Etihad for my sister and mother. At the time they had contacted covid and were therefore covid positive making them unable to attend that flight. I contacted etihad at the time and they confirmed to me I will be able to get a refund for this however, because it is an agency purchase, the agency will need to process this for me. The agency in this case is lycafly. After multiple tries and back and forth emails and after 1.5 years, I have not received my refund for both tickets after this was confirmed to me by email from an agent named Jonathon monga that this has gone through on the 11th of august . The agent on email asked me to send the evidence on multiple occasions in which I did for BOTH passengers. I was emailed a response by the agent named Jonathon claimed a refund has been processed for my mothers ticket. I sent tons of emails after that with no response. Fast forward now, refund still hasn’t gone through. Lycafly agents advised Jonathon has left the company. No hand over was completed with no regards to my complaint. I am now dealing with another agent named Mark Jones for the last month. The response was this: Upon checking the records with Etihad Airlines – they have informed us that the ticket / reservation in question has been terminated / expired on their system. Due to this – we are currently unable to make any change / refund request with the airline. With regards to the commitment made to you by one of our representatives – I have made a special exception request through my management team – in order to obtain a waiver from the airline to authorize and claim the refund on the booking. And this was received 10 days ago. I will never book with this company again. Agents cut the call on you and that seems to be a norm as it’s happened about 15 times so far. Not professional, false promised and a waste of time is what you get with this agency. I don’t like to write negative reviews however I have given chance and chance.