I would give zero stars if I could. I booked hotel and flights July 19 and got an email through saying the hotel was booked bit the flights were cancelled. Went on the webchat and their advisor told me my whole booking was cancelled. I checked with him ‘flight + hotel? Full amount just over £1300’ and he said yes. Thankfully this is is Facebook Messenger web chat which ive exported. After only a small part of the refund came I spent over 6 hours on webchat being told my flights had been refunded BUT my hotel was never cancelled! I emailed someone the chat export. They said it was an adviser error and needed to pass it to a higher team. I heard no more so chased and got an email saying they’d refund me the remaining amount which was just over £800 for my hotel. I then had just over £300 put into my account a couple of weeks later... random! Again I complained via emails and they apologised and said they’d pay the remaining £460ish within 10 working days. After 12 working days I emailed and they said sorry, they’d chase the Finance team. 4 further emails unanswered since, another week passed and no refund! I put a message on their facebook page today but no acknowledgement. I have never known such incompetence!!! If I was an elderly person or not so clued up I’d have given up by now, but tomorrow I’m completing the small claims court paperwork and they can reimburse those costs too! Utter stupidity, unprofessionalism, incompetence and horrific customer service. I’ll tell everyone I know never to use them, its basically theft! If anyone wishes to see I have all the web chat transcripts and emails ...will happily share to save someone else going through the same terrible experience!