Call queues are outrageous, usually on hold for a minimum of an hour, make sure you call on the free number not 0800 number as I was charged £200+ Only reason I was calling was because they cancelled my flight and confirmed I was due a refund but never actually did refund me. When I did get hold of someone he gave false promises of trying to get a refund for me for my call charges, but never contacted me again When speaking with the financial team they suggested they then sorted my refund out for me but it still won’t let me claim it online. Currently on hold to them again now awaiting in the queue and the estimated old time is 107 mins and 10 secs. Wish me luck lol P.S don’t make your life hard by booking with this company as their are plenty of more efficient companies out there.