Hi Antony.

Our apologies for the delay to respond. We are sorry to have read about your customer experience. Please provide us your booking reference and a short message via this link at the end of this message and we would be happy to look into your concerns.

https://tinyurl.com/ka77d8u

James Customer Care

Don't bother with their "customer service". They use people in India who are trained to read a script which basically takes up all your time until you give up. Just call your bank and open a dispute, you will get your refund in a day. Otherwise, it is HOURS on chats (really, I am not kidding - I wasted 6 hours so far).