Helen H.

Awful company! Made a booking with them in January to fly in July. Flights were cancelled due to COVID. Im still waiting for my refund. Someone contacted me to fill in the insurance refund form. That had to be returned by the day of the flight. I did that and have heard nothing more about that. I was told i was receiving a refund just over 4 weeks ago. It said it could take up to 4 weeks. Its now over 4 weeks and its still not received. And they were going to only refund £480 of the £540 they owe me.
Ive tried using the contact form that their automatic reply tells everyone to use but I cant get a response. Ive sent facebook messages and I just get an automated response. I comment on their facebook posts and get an automated response. Ive asked for their complaints procedure and been told to use the online 'contact us' form and then not had any response.
Why do they not just refund all these very unhappy customers? They should be making every effort to keep their customers happy if they want to continue being in business!
If anyone has any idea who I can complain to, who would be able to help all out cases, who they are regulated by or an Ombudsman who will be able to do something, Id appreciate your help.