Booked holiday last August (2019) as was attending wedding. Wedding no longer going ahead so contacted Sykes. I must admit I was in dread of the outcome bearing in mind other views. Well, I couldn't have been more surprised. Wonderful customer service, all by phone, full refund provided - no credit to account to use in future and all sorted before final payment due date. Perfect solution. Can't understand why others are having such problems. Bear in mind they are dealing with a lot of queries right now, email and on phone whilst isolating themselves so it's no wonder response times are going to be longer. Can't have asked for a better outcome. 10/10