Absolutely terrible company when emergencies happen. They do not have the customer service staff to take the flow of calls due to the Coronavirus outbreak. This is no excuse, as they never had customer service even before the epidemic. Vayama shirks responsibility for refunding tickets. If you try calling their customer service hotline, they hang up on you "due to the increased call volume." And when you try emailing them, they say to contact the airline. Refunding and rescheduling tickets is the vendor's responsibility and not the airlines'. They'll give you the run around: my flight was through China Airlines and when Covid-19 put everyone in California in shelter-in-place, I tried to cancel my flight even with the offer of paying for a reschedule. Vayama told me to call China Airlines. I did. China Airlines said to call Vayama. I did and all the told me was to wait for the flight status. CA probably will not cancel this flight so now I'm down $850. This is what I get for booking through shoddy, travel agencies. Oh the irony of trying to save money on travel.
So I finally got my refund back for my trip to Thailand. It's a miracle. This company's website was riddled with ineffective links; to say that their customer service helpline was abysmal would be to suggest that there were actually any kind of customer service helpline; any time you called, you'd wait on hold and then be inevitably hung up on with no explanation or human contact; they gave no updates on the status of the refund at any point of the refund process; finding a telephone number for the customer service line was extremely difficult and well-hidden. I have learned my lesson to never use Vayama or any other travel agency again. Instead, I will plan through kayak but book through the actual airline. You should too. F*** Vayama.