*UPDATE* Immediately after posting this review I received an email wanting to talk about the situation. We are now 3 months past that initial outreach and I still haven't received any final answers. We were originally told we could receive a refund and now are being told that we can't. I've spent multiple hours of time on the phone, being transferred, being put on hold, and multiple times having my call dropped to just have to start the process all over again. This is extremely frustrating. The customer service process is extremely frustrating and overall bad. I've now been told instead of receiving a refund I can try to extend my travel credit but will have to do so through the airline. However, my previous experience booking through 3rd parties is the airline won't work with you because you booked through a 3rd party - so now I'm stuck in a loop. Eventually I just got frustrated and asked if they could at least tell me when the credit would expire. They put me on hold for 10 minutes and then my call got disconnected. Honestly this is ridiculous.
My husband and I booked flights to Italy for our anniversary/my graduating with my masters. We booked at the end of 2019 for May 2020. Obviously the COVID-19 pandemic happened. Italy was the epicenter of the virus at that time and the entire country was shut down. We cancelled our flights because travel was halted and were issued travel vouchers (as the airline wouldn't originally offer a refund because the airport was still technically open so apparently that was enough means to not offer the refund). Like many others with vouchers, during the 1 year the were good for we did not feel comfortable traveling with the pandemic and our options for rebooking were only to Europe (which was/still is closed to U.S. tourists). During this time as well, we found out we were pregnant, further limiting our ability to travel during the time of our vouchers. I tried contacting Cheap o air starting the end of 2020 to see what could be done about the vouchers or possibilities of receiving a refund. My emails were bounced from person to person, stating that someone else would need to look into and take care of the situation. This happened for about 2 months. By the beginning of 2021, they stopped responding to my emails. I continued to email the contacts that I had and received ZERO response or acknowledgement. I then tried to call their number provided for bookings and similar situations. After attempting numerous times and never getting off of hold/the queue after hours, I would hang up. Overall, I am very unsatisfied with their supposedly stellar customer service - I understand these are crazy times and their volume for customer requests significantly increased. But to basically be ghosted from a professional company, I will never be booking through them again nor referring them to anyone I know. We are now basically just out the entire cost of the tickets/fees/insurance costs and our supposed vouchers are near expiration. Save yourself the time and hassle and just book with the airlines!