I had to cancel a flight through illness and told them immediately. Even though the flight was made up of £400 in taxes with Lufthansa from LHR to DFW via Frankfurt - they offered me a £68 refund only which they said I would be paid within 10-12 weeks. I emailed them today only to be told I didnt send them an email to say I accept this offer. Absolutely poppycock. Dont book with them is my advice".