I have been waiting for a refund since the end of my holiday 23/9/15. I have phoned, emailed many times and never get a response. After being cut off 3 times this morning waiting to speak to Alex, I finally got told that I won't be having my refund excess back because I didn't have an accident. I was told when I booked it that it was a refundable excess and that I would get the money back 87 euros. Alex just continued to say that I won't get it back and when I asked why he actually said he didn't know! I would never use them again, I am absolutely fuming.