Absolutely appalling customer service. I would never use them again or recommend anyone use them. If I could give 0 stars I would! I had a ticket booked in April with Virgin Atlantic via travel trolley. When the news was announced we couldn’t fly I got in touch and paid £1200 fare difference to fly in September. Due to numerous issues with accommodation when we got on holiday and with finding out virgin were offering open tickets I got in touch to get one. I was advised I could have a credit note but only for the original booking price that would NOT include the £1200 fare difference I paid, this was apparently due to virgins terms and conditions. I contacted Virgin Atlantic myself who have advised this is not true, my April ticket is now invalid and only my new ticket at the new price stands so I should receive a credit note for the full amount NOT only the original cost we paid and travel trolley should be honouring this. I rang back to discuss this again, I was told yes I can have a credit note BUT they weren’t sure if I had to complete travel before 30th September so they would find out and call me back. No call back. I again contacted virgin who again stated I was entitled as my travel didn’t need to be completed by the 30th September and they are basically trying to help anyone who is traveling in 2020 regardless of the dates. I haven’t had a call back (3rd time waiting) so I called back myself to be told yet again I am NOT entitled to the £1200 fare difference, despite the fact virgin have told me I am. I am told yet AGAIN to wait for another call back. I am absolutely shocked this company is allowed to trade and cannot believe the misinformation they are providing when the airline themselves are giving me the facts. I have been through Virgin Atlantic’s terms and conditions and not anywhere does it confirm what travel trolley are saying, despite they fact they have to apparently follow the airlines term and conditions. They seem to be making their own rules up to keep customers money. I have now called travel trolley 4 times and I am no closer to receiving an open ticket for the full amount paid. The most up to date I’m told is I can have a credit note for the original booking price and refund for my fare difference - minus airline fees, which last time I asked for a refund I was told I was entitled to £75 in taxes....so still a loss of £1125, if I wasn’t already thousands of pounds down it would be laughable. I am trying to find out how to take this further as it is absolutely appalling. AVOID AT ALL COSTS, PAY THE EXTRA TO BOOK DIRECT!