Nightmare company from hell. Here is my full story as I wrote it in my customer complaint to their email. Never book with them ever again. Booking ref no: TT792432 "Situation: All was going well until I tried to checkin online with the airline provider on the 14th of July only to find out that my scheduled outbound flight's departure has changed from 13:55 to 06:10 am in the morning, so I immediately called you to ask as to why did you not inform me about the change in the flight. You replied that you were not aware of any changes made by the airline. Anyways, my request at this point was very simple that I cannot fly on the 06:10 am flight as I have a family funeral to attend in the morning of the 15th and I can only fly as per the original time of my booking or reschedule my trip to another day. After multiple long phone calls (with waiting times of more than an hour every time), your people informed me that they cannot do anything and that my holiday will be 100% cancelled and nonrefundable if I can't fly the 06:10 am flight, which by the way you didnt even inform me in advance. You falsely guided me to speak directly with the holiday provider "Jet 2 Holidays Ltd', because when I spoke to them, they clearly told me that I am not meant to call them directly, they will not speak to me and they are only authorized to speak with someone from Teletext Holidays. They did inform me that Teletext holidays were informed well in advance regarding the changed flight timings for both outbound and inbound flights. Clearly you didn't bother to give me that information. When I called again on the 15th to explain to you what I learned from Jet2 Holidays, again requesting you to rebook my holidays, you kept transferring me one department to the other over two to three two-hours long calls finally dropping the call on me. I again tried reaching you in the morning of the 16th when a call agent by the name of 'Sahil' transferred the line to an agent called 'Maya' after being on the call for nearly 2 hours, she assured me that she will have this situation resolved by having me speak to a senior member of the team named 'Morgan'. She then advised me that you are currently short staffed and are handling two calls in parallel and that Morgan will call me back by 12 noon (30 minutes from then). She also assured me that she will call me just after 12 to make sure that Morgan has called. Neither Morgan nor Maya never bothered to ever call. I waited the whole day, tried calling you again the afternoon, waited for another 2 hours on hold and when answered, someone just dropped the call again. I tried to ring you again on the 17th morning to speak with Maya, someone answered the phone after 1 hour and 45 minutes of waiting and said they will transfer the line to Maya and as soon they tried to do that, the line was disconnected again. When I decided to file a complaint online on your website, it doesn't let you file one unless you have returned from holidays, and when you select the option that you have returned back from holidays and select the reason for compliant as flights, your website takes you to a '404 page not found' and a monkey game. That's the most ridiculous thing I have ever seen in a formal complaints process. Is this the kind of harassment that you make your customers go through? If I do not get a full refund for my holiday in the next 24 hours, I am more than happy now to report you to Financial Ombudsman Services and file a law suit against your company to ensure that no other customer is ever treated in this manner for a so called UK based company. Please find attachments of the screenshots of my mobile phone while I was on hold with your company."