First off - I would like to point out that there are other complaints about this company online!
I cancelled a flight due to medical reasons and gave 3 months notice, the ticket is 'non refundable' and I was expecting a large cancellation fee, they took all of the money and gave a very small percentage back but are not willing to send me an invoice of the charges. They are not answering my calls or emails. The staff who took the call did Not make it clear that I would not be getting much back and lead me to beleive that I would get a refund minus - £200, the airline even confirmed with me that they refunded the money back to the agency in full minus a cancellation charge.
I have the managers direct number (apparrently) and he has never answered my call, he has only emailed once with the cliche (No Refund)
This is extremely unprofessional to not converse with a customer even if it is a dispute, this company should not be allowed to operate as they are going against their licence agreements in terms of customer correspondence.
Upon checking other complaints online they seem to operating under various different agency names too and have other websites as well.
They Need To Be Investigated!
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