Basically , if there is something wrong, you want to change or cancel or apply for the refund, you will never get it.. Their strategy is, they receive your phone call, and every call receiver NEED to somehow CONSULT with their collegues and ask you to stay and wait, which will cost almost half of the hour. Either you hang off the phone or you pay for the calling fee, either way you lose (time and money ). This is really disgusting. I called over 10times to ask for from change the flight to totally cancel it. Each time they use the same strategy . Just don't use this agency !!! Stay away from them !!