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“Appalling. AVOID!”

written by upEdwards182 on 07/12/2016

My flight time from London to Amsterdam was changed. I was sent an email that gave me the choice of getting a refund if the new time wasn't suitable. I tried to request my refund online but the link didn't work. I called Customer Services and they assured that they would process a refund for me. After the conversation I didn't receive any acknowledgement. I waited a week and I emailed. They replied saying that I needed to wait a month before chasing it up. So I did and then I emailed again. This time they came back saying that they had processed the refund successfully but no money has hit my account. The result is that two months later I'm still waiting. It seems that as far as they are concerned everything is well, but I don't have my money and they are doing a terrible job at investigating and keeping me informed.
My advice is to read a few of their reviews before booking - they pretty much say it all.

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