I booked a flight to the US for my Wifes 50th Birthday in December 2018 via Travel Trolley and it formed part of several flights and hotel packages for the celebratory trip. Regrettably in early February I suffered a heart attack and had to cancel the whole trip as medical advice was that March 11th was impossible to fly following my heart procedure. I wrote to all providers as soon as I was able, around 25th Feb, for the journey from car parking, car hire, US flights via Delta and several hotels to cancel and upon receipt of the medical supporting documents requested all bar one were superb and not only refunded all payments in full but showed genuine concern for my wellbeing. It was pleasing to be treated like a valued customer who has spent a considerable sum of money putting this once in a lifetime trip together. This cannot be said for Travel trolley who have continued to fob me off with claims that the decision process takes 6-8 weeks and that I would have to chase them for the outcome. I wrote each week for a status update only to be told they were waiting on Virgin airlines to decide. I have called and when they responded and agreed to call me back at a more convenient time, they failed to do so. I should have known this was a stalling tactic from the off. Considering the reason for my cancellation the stress this has caused trying to get a refund for flight tickets they had more than enough time to resell has been unbearable. They have made me feel like a cheat when in fact with the attack it has been the most traumatic period I have ever known for my family and myself. I have written now asking for contact points for both Travel trolley Senior Management and Virgin so I can explain the situation clearly and hopefully find the refund I asked for. Why all other travel service providers responded so favourably compared to Travel Trolley is beyond me. It is so upsetting. I will continue to update reviews on here and other platforms of progress so other consumers can see how they deal with issues when they go wrong until it is resolved P.S