I booked two tickets to Innsbruck in April 19' for travel in November 19'. I booked hotels and accommodation for my travel and stay only to find out in September 19' that - "Please be informed that your flight has been cancelled and no alternative flight is available to offer. Please confirm so that we can apply for a full refund for £xxxx. Please confirm how do you like to proceed." While this was upsetting I am aware schedule changes are not the agents fault but rather the airlines doing most likely because of economic conditions making it more attractive to take a route out of service but what followed was diabolical at the least. When I replied and asked for a full refund I was told - "Thank you for your email. Your E-tickets has been proceed to be refunded. Kindly contact us after 3-4 weeks to get your refunded amount which is £xxxx" I wrote back explaining the issues with waiting 3-4 weeks for a refund being unreasonable in addition to the fact that why i should be making further chase ups to return my money when you should issue the refund automatically. The response was - "Thank you for your email. Please be informed that the amount will not be directly transferred into your account as the Airline will transferred the amount on our BSP Link which will take 3-4 weeks to be reflected on our BSP Link. Once we will receive the amount from the Airline we will update you accordingly." Again, regardless of what agreements there are between the airline and the agent the agent should refund the amount due if they are aware that a sum is due to be returned to their account through "BSP link" rather than have the customer further inconvenienced and disrupted. I have lost hotel money and other costs as a result of this and there was no attempt by the agent to find an alternative flight to assist me. In all honesty they have looked to wash their hands of it and leave you to your own devices. I subsequently went to BA who provided documentation to show the amount was refunded to the agent on the 11th of Oct but the agent has held on to the funds and are not releasing this. I am now in the process of reporting this to ABTA. Beware and avoid at all costs! There are plenty of other good reputable agents providing superior service and price.